Sr. client success manager

Medscape, a division of WebMD, develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

Job Summary:

Medscape, a division of WebMD, is the leading online destination for physicians and healthcare professionals worldwide. Medscape develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

We’re looking for an experienced and motivated client services professional to join our Client Success team. You will be responsible for building and maintaining strong customer relationships, acting as the day-to-day lead on assigned accounts, and ensuring the timely and successful delivery of our solutions according to customer needs and objectives.

In this role, our team members aren’t just expected to manage tasks, you are empowered to redefine how they get done. We encourage our professionals to lean into the future of work by integrating advanced AI tools—such as Gemini, Claude, and ChatGPT—into their daily workflows. Whether they are leveraging large language models to streamline operations, using them as a creative sparring partner for high-level brainstorming, or deploying them to sharpen their personal organization, AI is a core component of our efficiency toolkit. We value candidates who move beyond manual execution, utilizing enterprise-available resources to automate the mundane and focus their energy on high-value, strategic decision-making.

This job is for you if you are an organized individual, have the ability to manage multiple priorities, excel in a deadline-driven environment, and have strong communication and persuasion skills with the ability to pivot. You will also have demonstrated efficiencies in project execution, and team mentorship.

Responsibilities:

• Drive client satisfaction - leverage your client management expertise, strong presentation skills, and deep understanding of Medscape’s product value to effectively engage clients, provide exceptional, personalized client service and proactively address needs.
• Cultivate strong, collaborative partnerships with clients, delivering seamless communication and alignment from sales through to execution and launch.
• Manage day-to-day partnership and collaboration with all departments from sale to execution and launch ensuring overall project health, including asset review, internal kick off meetings, Client reviews, quality checks, etc.
• Ensure transparent, client-facing communication by preparing and sharing essential materials such as kick-off documents, status updates, contact reports, MLR meetings, and follow-ups, always adhering to client communication standards.
• Deliver Medscape solutions in a timely, efficient manner, aligning with client goals and objectives to ensure success.
• Partner with Sales teams to align on client and internal goals, ultimately enhancing both client satisfaction and overall business performance.
• Demonstrate a deep understanding of Medscape’s processes to streamline efficiency, speed market, and deliver results that meet client expectations.
• Demonstrate comprehensive understanding of revenue delivery and supporting overall team revenue goals.
• Ability to articulate and advocate client needs/requirements to internal stakeholders.
• Analyze internal processes, identify opportunities to drive improvements in alignment with company-wide initiatives.
• Serve as a subject matter expert for assigned clients/brands.
• Support ongoing training and development efforts for clients or brands, ensuring they are well-equipped for success.
• Travel to client locations as required to foster relationships and support project delivery.

Requirements:

• Bachelor’s degree preferred or will consider related experience.
• Minimum of 5 years of experience with a combination of digital, agency and healthcare experience.
• Minimum of 5 years of experience in Account Management or Client Service.

Preferred Qualifications:

• Experience in pharmaceutical/HCP advertising, or healthcare, or medical/legal/regulatory review process strongly desired; equivalent experience in a highly regulated industry may substitute.
• Familiarity with HCP-based clients including MLR process.
• Understanding of digital advertising.
• Ability to thrive in a fast-paced, collaborative environment.

Salary range:

$84,000 - $90,000.

Bonus Eligible:

This position is also eligible for a discretionary company bonus, based upon business results.

Benefits:

Employees in this position are eligible to participate in the company sponsored benefit programs, including the following within the first 12 months of employment:

• Health Insurance (medical, dental, and vision coverage).
• Paid Time Off (including vacation, sick leave, and flexible holiday days).
• 401(k) Retirement Plan with employer matching.
• Life and Disability Insurance.
• Employee Assistance Program (EAP).
• Commuter and/or Transit Benefits (if applicable).

Eligibility for specific benefits may vary based on job classification, schedule (e.g., full-time vs. part-time), work location and length of employment.