Client Success Manager in ATLANTA, Georgia at Eagle Telemedicine

Eagle Telemedicine is the leader in technology-enabled inpatient and outpatient care for sustainable healthcare resilience. With a virtual team of 450+ physicians in 20 specialties, Eagle delivers care services that improve patient outcomes, mitigate coverage gaps, expand specialty access, and help hospitals enhance care quality and reputation in the communities they serve.

Position Overview:

The Client Success Manager (CSM) owns the overall health, stability, retention, and growth of a defined portfolio of healthcare client programs. Serving as the primary operational and relationship leader, the CSM ensures Eagle Telemedicine services deliver sustained value, meet contractual expectations, and support clients’ clinical and organizational objectives.

This role acts as the central liaison between client stakeholders and Eagle’s internal teams, proactively managing performance, issue resolution, risk mitigation, and opportunities for program expansion.

Job description:

· Client Relationship & Portfolio Management — Serve as the primary point of contact and trusted advisor for assigned accounts; build strong executive and operational relationships; maintain deep understanding of client goals, service needs, and organizational priorities.

· Service Delivery Oversight & Performance Management — Monitor utilization, coverage performance, and key service indicators to ensure alignment with Statements of Work; coordinate issue resolution and continuous improvement across internal teams.

· Data Analysis & Value Demonstration — Analyze client data and performance trends; prepare and present reports and business reviews; translate operational outcomes into clear evidence of value and impact.

· Retention & Risk Management — Proactively identify risks to client satisfaction or renewal; address concerns early; develop mitigation strategies to sustain long-term partnerships.

· Growth, Expansion & Renewal Support — Identify upsell, cross-sell, and service expansion opportunities; collaborate with Business Development on renewals and strategic growth within existing accounts.

· Cross-Functional Coordination — Act as the central liaison across Eagle departments to align client expectations with operational execution, including onboarding of new services and resolution of complex issues.

· Continuous Improvement & Market Awareness — Maintain current knowledge of Eagle offerings and healthcare trends; provide feedback to leadership on client needs, competitive insights, and service enhancements.

Required Minimum Skills:

· Strong client relationship management skills with the ability to build trust at executive and operational levels

· Demonstrated ability to manage a portfolio of accounts and prioritize competing demands

· Excellent analytical skills with the ability to interpret complex data and identify trends, risks, and opportunities

· Ability to translate operational or technical information into clear business value

· Exceptional verbal and written communication skills, including presentations to senior leaders

· Strong problem-solving skills and ability to coordinate solutions across multiple stakeholders

· High level of organization and project management capability

· Ability to work independently while collaborating in a cross-functional environment

· Adaptability and resilience in a fast-paced healthcare setting

· Strong active listening skills and customer-focused mindset

· Business acumen with understanding of healthcare operations preferred

· Proficiency with reporting tools, data analysis, and CRM systems preferred

Education & Experience

· Bachelor’s degree in: Business, Healthcare Administration, Communications, or related field required

· 2+ years experience in client-facing roles such as healthcare account management, customer success, project management, and may include business development

· Experience working with hospitals and health systems or telemedicine delivery space

· Proficient in Microsoft Office Suite applications

Physical Requirements:

· Prolonged periods of sitting at a desk and working on a computer

· Hybrid model – 3 days in office/2 days remote; and special events

For more information about Eagle, please visit www.eagletelemedicine.com