Client Success Manager

Company Overview?
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Join the leader transforming healthcare waste management across America.?

MedPro Disposal & MP1 Solution is the nation's largest privately-held medical waste management company, serving 35,000+ providers across 48 states in a $2+ billion market. Since 2009, we've been the trusted partner helping healthcare facilities save up to 30% on waste management costs while maintaining 99% on-time service.?

What we do:?We lead with comprehensive medical waste disposal solutions, plus pharmaceutical waste management, secure document destruction, and compliance training services—all powered by innovative technology and a client-first approach.?

Why it matters:?We handle the critical but complex challenge of medical waste management so healthcare providers can focus on what they do best: delivering exceptional patient care.?

Our impact:?From physician practices to hospitals, dental offices to long-term care facilities, we're trusted advisors and strategic partners—not just vendors. We combine proven expertise with environmental responsibility and comprehensive protection to solve complex operational challenges.?

Ready to grow with us?

Join a fast-scaling, mission-driven company where we Do The Right Thing, roll up our sleeves with a "figure it out" attitude, and win as a team. We're building something meaningful—making healthcare safer, more compliant, and more efficient—one client at a time.?

Position Overview

The Client Success Manager (CSM) owns the end-to-end management of a portfolio of healthcare clients, delivering proactive, high-touch service that drives satisfaction, retention, and growth. This role ensures a strong foundation during the first 90 days through onboarding validation—confirming service accuracy, billing alignment, and key contacts—while setting clear expectations for the client journey.

As the primary client advocate, the CSM anticipates needs, resolves issues promptly, and collaborates cross-functionally to ensure seamless service delivery. By building trusted relationships and leveraging client feedback and performance insights, the CSM enhances client experience, improves CSAT, and identifies opportunities to expand value.

Key Responsibilities:

• Oversee the relationship and day-to-day management of the organization’s top 1000 clients, ensuring each receives high-touch, personalized service.
• Proactively advanced service tasks and projects to anticipate client needs and exceed expectations.
• Monitor and resolve all client service issues, guaranteeing no concern remain unresolved or unaddressed for extended periods.
• Foster client retention by regularly engaging with decision-makers, understanding their needs, and offering solutions that enhance value.
• Track and improve Client Satisfaction (CSAT) metrics by soliciting feedback, analyzing trends, and executing improvement initiatives.
• Serve as the dedicated MedPro liaison for existing service needs
• Respond promptly and accurately to client questions and requests, providing clear, actionable information.
• Collaborate cross-functionally with relevant teams (e.g., Operations, Product, Compliance) to deliver seamless service experience.
• Provide regular status updates and service review reports to clients and internal stakeholders.
• Identify and recommend service and process enhancements based on client feedback, market insights, and service trends.
• Customer setup process enforcement within the first 90 days of the service cycle. This role focuses on validating service details, confirming billing accuracy, establishing communication channels, and reinforcing MedPro’ s support structure.
• Service Verification
• Review and validate all signed services for accuracy.
• Confirm that services on file match the client’s understanding, including container counts, service frequencies, and add-on services.
• Identify and escalate any discrepancies.
• Billing Confirmation
• Verify billing amounts and confirm alignment with contracted services.
• Confirm billing cycles (monthly, quarterly, annual).
• Escalate variances or concerns to internal teams.
• Contact Validation
• Confirm all key client contacts: primary onsite contact, billing contact, and compliance contact for OSHA, HIPAA, and training.
• Ensure all contact information is accurate and updated across systems.
• Introduction to the MedPro Client Journey
• Walk clients through the onboarding process and ongoing service expectations.
• Explain proactive communication touchpoints and how we support multi-site groups.
• Ensure clients understand what to expect at every stage of the relationship.
• Reinforce Support Resources
• Introduce the dedicated Customer Manager (CM) and clarify their role.
• Explain how to use the Support/Task Support System, including ticket submission and escalation paths.
• When applicable, introduce the Client Success Manager (CSM) and outline how they support strategic or high-volume accounts.

Qualifications:

• Experience: 2+ years in B2B sales, client success, or account management; background in healthcare or multi-location services is a strong plus.
• Relationship Builder: Proven ability to grow accounts, earn client trust, and engage confidently with decision-makers and key stakeholders.
• Strong Communicator: Excellent verbal, written, and interpersonal communication skills with the ability to tailor your message to different audiences.
• Organized & Results-Driven: Skilled at managing multiple accounts simultaneously while staying focused on delivering measurable outcomes.
• Tech-Savvy: Comfortable navigating CRM platforms such as Salesforce, HubSpot, Outreach, or similar tools.
• Education: Bachelor’s degree preferred; relevant experience will be considered in lieu of a degree.

Compensation and Benefits:

• Earning Potential: OTE of $75K–$85K+ with uncapped commissions—your growth is in your hands.
• Health & Wellness: Comprehensive medical, dental, and vision insurance for you and your family.
• Time Off: Generous PTO and paid holidays so you can recharge and perform at your best.
• Career Growth: Clear advancement pathways, mentorship programs, and ongoing professional training.
• Team Culture: A supportive, collaborative environment that recognizes hard work and celebrates wins.
• Mission-Driven Work: Help healthcare providers stay compliant, reduce risk, and focus on what matters most—patient care.

Application Process:

Shortlisted candidates will be required to complete a brief sales skills assessment before the initial interview.

Equal Employment Opportunity Statement

MedPro Disposal is proud to be an equal-opportunity employer. We are committed to fostering a diverse and inclusive workplace and encourage applications from all qualified individuals regardless of race, religion, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected characteristic.

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