Senior Client Success Manager (Enterprise)
Location: Belgrade-Based (Fully Remote / Optional 2-3 days in office future) Hours: 12:00 PM – 8:00 PM CET (to cover our US-based clients) Full-time | SaaS | B2B | Medical Education
1. The Opportunity
You are a Senior Client Success Manager with at least three years of experience and are ready to grow into a high-impact role owning the full client lifecycle - from onboarding through long-term success.
Evermed is a global software company that has reached product-market fit and is now scaling. This role is not support. It is not coordination. It is ownership. You will be directly responsible for whether clients launch on time, adopt the platform, and renew.
This is a high-autonomy, high-accountability role for someone who wants to operate at a high level and be measured accordingly. We are looking for the top 10% of talent in the market and are prepared to compensate accordingly.
2. Who You Are
You are a high-accountability client success professional who takes pride in ownership, structure, and delivering measurable outcomes. You don’t just manage relationships - you drive results and ensure clients achieve real value from the platform.
You don’t confuse activity with impact. You care about results: go-lives, adoption, and renewals.
3. Who We Are
Evermed is a B2B SaaS company serving world-class medical associations, such as the American College of Cardiology, with a Netflix-style video education platform.
We have reached product-market fit and are now scaling with intention-building a team of highly capable, accountable individuals who can operate independently and execute at a high level.
We are small enough for your work to matter immediately, and structured enough to scale without chaos.
4. This is for you if... vs. This is NOT for you if...
This is for you if:
- Your English is Fluent: You are comfortable being in meetings on camera and your English is fluent and clear.
- You are an Enterprise Operator: You can manage a portfolio of enterprise clients ($50K+ ACV), owning both onboarding and long-term success with structure and precision.
- You are Highly Accountable: You take full ownership of client outcomes - from onboarding timelines to renewal readiness - and consistently deliver on commitments.
- You are a Structured Executor: You can run a 13-week onboarding process with weekly client calls, clear milestones, and disciplined follow-through.
- You are a Strategic Partner: You don’t just maintain relationships - you proactively identify opportunities to improve client platform performance, adoption, and long-term value.
- You Are Clear, Direct, and Precise in Communication: You communicate in a way that eliminates ambiguity. Clients always know what’s happening, what’s next, and who owns it.
- You Value Autonomy and Discipline: You thrive in a startup environment but bring structure, process, and consistency to how you manage accounts.
- You Understand the Importance of Documentation:You track onboarding progress, client health, and action items with precision, ensuring nothing falls through the cracks.
- You Think in Systems: You don’t just manage accounts - you improve how accounts are managed.
This is NOT for you if:
- You rely on impulsive or unverified AI usage: We value precise, validated, clear communication, with AI being used for efficiency, not as a lazy shortcut.
- You rely on reactive account management: If you wait for clients to reach out instead of proactively driving engagement and outcomes, this isn’t the role for you.
- You lack ownership of timelines: If you struggle to manage structured onboarding processes or keep stakeholders accountable, this will not be a fit.
- You think “good relationship” equals “successful account”: We measure success through adoption, outcomes, and renewals - not just strength of a client relationship.
- Your communication is vague or unstructured: We value clarity, precision, and specific communication.
5. What You’ll Own (Key Outcomes)
- A. Onboarding & Go-Live Ownership: Own the full onboarding phase (first 3 months), running weekly client calls, managing timelines, executing tasks and ensuring successful on-time go-live.
- B. Client Success & Value Realization: Ensure clients achieve measurable outcomes from the platform through ongoing engagement, performance tracking, and optimization.
- C. Client Engagement & Communication: Lead client communication cadence:
- Enterprise clients: monthly check-ins + QBRs
- SMB clients: QBR-led engagement
- D. Account Health & Retention: Monitor account health, proactively identify risks, and drive strong renewal outcomes across your portfolio.
- E. Growth & Expansion: Identify opportunities to expand usage through additional services we offer and partner with sales once the opportunity is identified.
6. Success in the First 60 Days
By the end of your first 60 days, you are expected to:
- Be fully comfortable with the Evermed product, onboarding process, and client use cases
- Understand internal workflows across Client Success, Product, and Engineering
- Independently run onboarding calls for active clients
- Successfully manage at least one onboarding track toward go-live
- Contribute to QBRs and ongoing client success conversations
- Be seen by clients as a reliable, structured, and proactive partner
7. How Your Performance Will Be Measured (KPIs)
Onboarding KPIs (0–3 Months):
- On-time go-live rate (% of clients launched within 13 weeks)
- Implementation CSAT (≥ 85%)
- % of onboarding checklist completed
Ongoing Success KPIs (Month 4+):
- Account health score
- QBR completion rate
- Client renewal rate
8. Must-Haves
- Experience: 3+ years of experience in Client Success, Account Management, or similar roles in a B2B SaaS environment, managing mid-range or enterprise accounts based in the US.
- Project Management Skills: Experience managing structured onboarding processes with multiple stakeholders and timelines.
- Technical Comfort: Familiarity with SaaS platforms, CRM tools, and collaboration tools like Slack, Google Workspace, and JIRA.
- Written & Verbal English: Flawless professional communication is non-negotiable.
- Location: Belgrade-based with the ability to work 12:00 PM – 8:00 PM to ensure necessary overlap with US time zones.
9. Culture & How We Work
We’re a small team with a big global impact. There's no politics, no silos, and no place to hide - only clear decisions, a team of smart capable people, high excellence standards, continuous learning, open feedback, and a shared commitment to building something that lasts.
Your work directly helps doctors stay current with medical advances - when a client successfully adopts the platform, it contributes to better patient care.
You’ll have direct access to the founders who are deeply engaged in product, growth, and client success.
10. How to Apply
Submit your resume and a 3-minute Loom (loom.com) video addressing:
- The "Onboarding Execution": Describe a time you managed a structured onboarding or implementation process. How did you ensure timelines were met and stakeholders stayed aligned?
- The "Client Outcome" Mentality: Give an example of how you helped a client achieve measurable value from a product-not just maintain the relationship.
- The "Retention Mindset": Describe how you identified and mitigated risk in an account before it impacted renewal.