Customer Account Manager, Clinical

As a Clinical Customer Account Manager at Riverside Insights, your mission is to ensure customers have a smooth, successful experience with our clinical assessment solutions. You will serve as their dedicated point of contact, building trust-based relationships, guiding effective implementation, and proactively addressing any challenges. Through consistent communication, thoughtful follow-up, and collaboration with internal teams, you will drive customer satisfaction, foster ongoing engagement, and support long-term renewal success. 

In this role you will get to:

• Ensure customers are fully set up after their Implementation Meeting and complete onboarding milestones.
• Monitor customer usage data monthly and proactively support low-usage accounts to drive adoption.
• Conduct quarterly business reviews to realign goals and reinforce product value.
• Collaborate with Product, Training, and Marketing teams to connect customers with targeted resources.
• Launch and manage a post-onboarding survey system to gather actionable feedback and improve processes.
• Partner with internal stakeholders to analyze feedback and communicate outcomes to customers.
• Stay informed on upcoming product updates, enhancements, and roadmap changes to anticipate customer questions and needs.
• Lead CX huddle or knowledge-sharing sessions to educate peers on assessment insights, platform updates, or upcoming product release. 

Disclaimer 

The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary. 

Requirements

Requirements:

• Strong organizational and time management skills to coordinate onboarding and engagement activities.
• Clear and empathetic communication to guide customers and address questions confidently.
• Analytical ability to interpret usage and feedback data for actionable insights. 
• Collaborative mindset to work effectively with internal teams and subject matter experts.
• Proactive problem-solving to remove barriers and support customer success. 
• Curiosity and commitment to continuous learning of assessment tools and applications.
• Strong relationship-building skills to foster trust and maintain consistent engagement. 

Physical Requirements:

• Remote
• Up to 10% travel for off-site team meetings
• May require stationary positions (sitting or standing) for extended periods

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid long-term disability 
• Paid Parental Leave
• Supplemental life insurance options   
• Company paid Employee Assistance Program (EAP)  
• Retirement plan with discretionary company matching   
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options  
• Premium subscription to Calm for employee and dependents  
• 33 days of company paid time off (PTO, Holidays, Wellness Days)   
• Quarterly Focus Days
• Flexible work arrangements 
• Tuition Reimbursement Program 
• Company orientation and 30/60/90 Day Onboarding 

Compensation: A reasonable estimate of the base compensation range for this position is $60,000 - $70,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal pay ranges; and market data/range parameters.

Why Join Our Team?  
At Riverside Insights, achieving real results for students and educators is more than talk – it's what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you're ready for an ambitious, collaborative environment, Riverside is the place for you. 

Riverside Insights is an Equal-opportunity Employer: 
Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Our Commitment to Diversity & Inclusion: 
At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated. 

Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check out www.riversideinsights.com to learn more about our work.