Client Success Manager

POSITION SUMMARY:  
The Client Success Manager (CSM) is a critical member of a growing team responsible for strategic engagement with hematology/oncology (hem/onc) practices and care teams participating in NMDP's Pathways to Transplant program. This individual will lead national, remote engagement efforts designed to increase patient access to allogeneic hematopoietic cell transplantation (HCT) by driving provider awareness, activation, and adoption of NMDP services and transplant referral best practices.

This role requires an experienced professional with a strong background in healthcare customer success, account management, or provider relationship management. The successful candidate will be capable of operating independently while influencing internal and external stakeholders to drive provider adoption and sustained utilization of NMDP services. They will bring expertise in change management, scalable engagement strategies, and healthcare delivery practices that support improved patient access to transplant consultation and care.

With a high-volume portfolio of practices spanning diverse geographic and demographic markets, the CSM will play a central role in segmenting and prioritizing partner practices based on opportunity and potential impact. Success will be measured by increased provider activation, adoption of transplant referral practices, utilization of NMDP services, and growth in the number of patients progressing to transplant consultation and evaluation.

The CSM will operate with significant autonomy and be expected to independently assess opportunities, prioritize engagement strategies, and lead cross-functional efforts that support partner success. This role requires confidence in influencing without direct authority and coordinating resources across teams to deliver a seamless provider experience. The CSM must effectively manage a high-volume portfolio while balancing day-to-day execution with strategic priorities and measurable outcomes.

ACCOUNTABILITIES: (The primary functions, scope and responsibilities of the role)
Strategic Engagement & Relationship Management
•    Serve as the primary point of contact for hem/onc practices following onboarding, building and maintaining long-term relationships.
•    Lead proactive, data-informed engagement across a national portfolio of practices to increase activation, adoption, and utilization of NMDP services.
•    Coordinate with Medical Science Liaisons, Clinical Operations Partners, Marketing, Sales Enablement, and Patient & Provider Services to deliver aligned provider support.
•    Partner with business leaders and sales strategists to identify and maximize high-value engagement opportunities and touchpoints.
•    Lead virtual and occasional in-person presentations for provider and care teams, facilitating implementation discussions and helping practices integrate NMDP services into their workflows.
Customer Experience and Satisfaction
•    Deliver a consistent, high-quality experience that builds trust and strengthens provider relationships.
•    Represent provider needs and feedback internally to inform program improvements and organizational strategy.
•    Tailor outreach, support, and interventions based on practice characteristics, geographic considerations, and patient population needs.
Data-Driven Operations
•    Maintain accurate, timely documentation in Salesforce and other engagement platforms.
•    Use engagement data, dashboards, and reporting tools to prioritize outreach, assess performance, and identify trends.
•    Present actionable insights and recommendations to internal stakeholders to support continuous improvement and strategic decision-making.
Change Management & Continuous Improvement
•    Support adoption of new processes, tools, and resources that improve engagement effectiveness and operational efficiency.
•    Lead implementation of Pathways to Transplant initiatives within assigned accounts in collaboration with internal partners.
•    Contribute to the ongoing development of the engagement model through process improvements, best practices, and scalable solutions.

REQUIRED QUALIFICATIONS: (Minimum qualifications needed for this position including education, experience, certification, knowledge and/or physical requirements)
Knowledge and Experience
•    Bachelor’s degree and at least 6 years of experience in a healthcare-focused CSM or relationship management role.
•    Deep understanding of healthcare systems, preferably within oncology, BMT, or cellular therapy settings.
•    Proven track record of managing high-volume accounts and building strategic partnerships with healthcare professionals.
•    Proficient with CRM tools (Salesforce), data visualization platforms (e.g., Looker), and willingness to learn/adopt supporting engagement tools.

Professional Skills and Abilities
•    Skilled in relationship building, communication, and influencing across levels.
•    Strong analytical skills and the ability to translate data into action.
•    Effective in navigating ambiguity and leading through change.
•    Able to balance day-to-day responsiveness with long-term strategic goals.
•    Comfortable presenting to internal leaders and external providers alike.
•    Flexible and responsive to customer needs and organizational priorities.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration) 
•    Experience in the bone marrow transplant or cellular therapy space.
•    Clinical or practice-facing experience with a focus on customer engagement.
•    Experience with segmentation strategy, high-volume account prioritization, or scaling engagement models.