Client Success Manager

Position Summary:

Penn Foster Group is seeking an experienced, energetic, and client-focused professional to join our Client Success team as a Client Success Manager (Healthcare). This key position will focus on supporting and growing our dynamic and expanding healthcare client base, which includes national and regional healthcare organizations. The Healthcare CSM will play a critical role in ensuring the success of our clients by empowering our clients to support their students’ journeys, maximizing the lifetime value of our partnership, and fostering long-term client relationships.

This role is part of the Enterprise Solutions (ES) division, which delivers Penn Foster Group’s industry-leading education and training programs through strategic partnerships. As a Healthcare CSM, you will work collaboratively with internal teams, including Product, Marketing, Education, and senior leadership, to deliver exceptional service and measurable value to our healthcare clients. Success in this role will be guided by retention and growth targets, along with the support of a collaborative and mission-driven team.

Penn Foster Group is dedicated to empowering individuals with the skills they need to advance their careers and improve their lives. If you are passionate about making a difference while excelling in client management and partnership development, this role offers a unique opportunity to thrive and contribute.

Essential Job Functions:

• Client Partnership: Build and maintain consultative relationships with healthcare clients to align training programs with their strategic goals and learner outcomes.
• Contract Management: Ensure timely renewal of contracts, maximizing annual contract value and driving long-term client retention.
• Product Expertise: Develop a deep understanding of healthcare training programs and their career impact to serve as a trusted advisor for clients.
• Outcome Optimization: Identify, measure, and track learner and organizational outcomes. Use data insights to continuously enhance program effectiveness and utilization through internal advocacy and client empowerment.
• Client Advocacy: Serve as the voice of the customer, providing feedback to internal teams and representing Penn Foster Group’s value proposition to clients.
• Collaboration: Partner with cross-functional teams (e.g., Sales, Marketing, Product, Academics, Student Support) to deliver seamless and impactful client experiences.
• Business Reviews: Lead regular business review meetings to demonstrate value, align on objectives, and identify opportunities for program growth or expansion.
• Issue Resolution: Proactively identify and resolve client challenges while fostering transparent communication and trust.
• Strategic Growth: Identify and execute strategies for account growth and expansion, building relationships with key stakeholders at all levels of the organization.
• Team Leadership: Collaborate with or lead small teams, providing guidance and ensuring alignment with strategic objectives.

Knowledge, Skills, and Abilities:

• Industry Expertise: Strong preference for experience in a related healthcare field. Deeply understand healthcare organizations and their unique needs, enabling tailored strategies and meaningful client relationships.
• Customer-Centric Approach: Build strong relationships with decision-makers and stakeholders at all levels, ensuring solutions align with the evolving needs of healthcare organizations.
• Strategic Communication: Articulate a clear and compelling narrative for clients using data and outcomes-based insights. Drive engagement and alignment through effective storytelling.
• Leadership and Influence: Navigate complex relationships, manage expectations, and influence internal and external stakeholders without direct authority.
• Analytical Mindset: Interpret key performance metrics to develop actionable strategies that address challenges and drive positive outcomes for clients and learners.
• Project Management: Manage multiple projects simultaneously, prioritize competing demands, and deliver results on time with clarity and precision.
• Adaptability: Thrive in a fast-paced, dynamic environment. Proactively address challenges with creative solutions and maintain focus on achieving outcomes.
• Growth Mindset: Embrace continuous learning and improvement, demonstrating resilience and flexibility in the face of change.

Qualifications:

• Industry Experience: 5+ years of experience in client success, account management, or a related field, with a strong preference for experience in the healthcare industry. Experience in the education sector is also valuable.
• Client Management: Proven ability to manage complex client relationships, particularly within healthcare organizations, providers, or health-tech companies.
• Skills: Strong communication, data analysis, and project management skills. Ability to navigate healthcare-specific challenges such as regulatory compliance, patient engagement, or provider workflows is a plus.
• Education: Bachelor’s degree required; an advanced degree or relevant certifications (e.g., healthcare administration, health informatics) are a plus.
• Technical Proficiency: Familiarity with CRM tools (e.g., Salesforce), EHR/EMR systems, data analysis platforms, and project management software a plus.

About Us:   At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future.  Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market.

Equal Employment Opportunity:  We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.  

What We Offer:   We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.