Client Success & Account Manager (Healthcare / Biotech)
About Us
We are a growing biotech and biological contract drug manufacturer working with clinics, physicians, and researchers worldwide in the microbiome and gut health space. Our work supports clinical use, research, and emerging therapies, and we partner closely with healthcare professionals who value evidence, safety, and high-quality execution.
We are seeking a high-touch, relationship-driven Client Success & Account Manager to own and grow our clinical partner relationships. This is a foundational role; you will be building our account management and client relationship function from the ground up. This role sits at the intersection of client success, education, and consultative sales, ensuring partners feel supported, informed, and confident ordering from us—while also identifying natural growth opportunities.
This is not a transactional sales or cold outreach role. Success comes from trust, responsiveness, clinical understanding, and long-term relationship building.
Note: This role is In-Person but remote will be considered depending on the candidate and location.
Key Responsibilities
Client Relationship & Account Management
- Serve as the primary relationship owner for assigned clinics and clinical partners
- Build strong, long-term relationships with clinicians, clinic managers, and research teams
- Proactively check in with clients with check-ins, onboarding calls, and quarterly touchpoints (not just when there’s a problem)
- Identify at-risk or inactive accounts and re-engage them thoughtfully
- Understand each clinic’s patient population, services, and goals
- Act as the internal advocate for clients, coordinating with operations, medical affairs, and quality teams as needed
- Ensure clients understand:
- How to order and re-order
- Available protocols and resources
- What support is available to them
Account Growth & Retention
- Identify customer potential and clinical opportunities based on clinic needs (not pressure sales)
- Support re-orders and repeat purchasing through relationship-based follow-up
- Support clinics through their first order and early usage period
- Track account health and flag at-risk accounts early
- Re-engage inactive clinics and warm leads
- Support conference and outbound follow-up (calls, emails, relationship nurturing)
- Track account activity and pipeline in CRM or internal systems
Education & Enablement
- Guide clients to the right educational materials (protocols, patient guides, training resources)
- Gather feedback on what resources clinics need next
- Support training webinars, onboarding sessions, or 1:1 education calls
- Help translate complex offerings into clear, clinic-friendly language
Internal Coordination & Feedback Loop
- Document client insights, feedback, and trends
- Share recurring questions or friction points with internal teams
- Help refine onboarding, communication, and account workflows
- Assist in building and improving account management SOPs and playbooks
Who You Are
You are someone who:
- Loves building real relationships, not just closing deals
- Is comfortable speaking with clinicians and healthcare professionals
- Can balance empathy with accountability
- Is highly organized and proactive
- Is calm, professional, and credible, even in complex or information-heavy spaces
- Is comfortable working in a growing company where systems are still being built
Required Experience
- 3+ years of experience in account management, client success, inside scientific sales or consultative sales
- Experience working with healthcare, biotech, life sciences, medical devices, or regulated industries
- Background in science, healthcare, or clinical services
- Strong written and verbal communication skills- comfortable speaking with clinicians
- Experience managing multiple accounts and priorities
- Comfort working in a fast-growing, evolving environment
- Highly organized and proactive
- Comfortable working independently and building systems from scratch
- Able to balance relationship-building with revenue responsibility
- Nice to Haves:
- Experience working with clinicians (MDs, NDs, clinics, hospitals)
- Familiarity with CRM systems (HubSpot, Go-High-Level, etc.)
- Experience in B2B healthcare or complex sales cycles
Why Join Us?
- Be the first hire in a key growth function
- Work directly with leadership and medical teams
- Help shape how clinics experience our company
- Influence retention, revenue, and reputation
- Make a real impact in an emerging therapeutic space
- Long-term growth opportunity as the company scales
Compensation And Work Structure
- Competitive base salary (commensurate with experience)
- Performance-based incentives tied to account growth and retention
- Benefits package (details shared during interview)
- Some flexibility is required to align with clinic schedules
- Occasional conference or event support may be needed