Head of Client Management - (B2B, Remote PH)

Company Overview

The Compliance Services Organization didn't exist. We built it.

MedPro Disposal is the nation's largest privately-held medical waste company, serving 35,000+ healthcare providers across 48 states for the past 15 years. On that foundation, we launched MP1 Solutions to pioneer the Compliance Services Organization (CSO) — a new category of operating partner built to replace the fragmented vendor model that has defined healthcare compliance for decades. MP1 Solutions extends MedPro Disposal's operational infrastructure, vendor network, and customer trust into a category we're actively building — and leading — with a technology-forward approach that's making this model smarter, faster, and more scalable as we grow.

What we do: We operate as the single compliance partner for non-acute healthcare facilities — consolidating every obligation into one coordinated program, assigning one dedicated account manager as the point of accountability, and actively managing the underlying vendor ecosystem through continuous evaluation, negotiation, and optimization on the practice's behalf.

Why it matters: Regulated facilities across the country are managing compliance the same fragmented way they always have. We're changing that, backed by 15 years of MedPro Disposal's operational credibility — and we're looking for people who want to help build what comes next.

Our technology: We're actively building the AI infrastructure that sits behind this model — automating compliance tracking, surfacing risks before they become problems, and creating a system that gets smarter with every client we add. If you want to build at the intersection of compliance and technology, you're in the right place.

Our impact: Our clients never have to worry about something falling through the cracks — obligations are coordinated, tracked, and documented in one place. We audit costs, eliminate overcharges, and deliver proof of compliance that always keeps practices inspection ready. Every client has one dedicated account manager who owns their program end to end. And unlike a traditional vendor relationship, our model is designed to get better over time — continuously re-evaluated, optimized, and improved with every client we serve.

Position Overview:
We’re hiring a Head of Client Management to lead our core client portfolio and the account management team that serves it. You’ll manage Senior Account Managers and Account Managers, set the service standards every client in the portfolio receives, and serve as the single point of accountability for client experience, retention, and growth. This is a people-leadership role rather than an individual book of business: you’ll coach and develop the team, build the processes that let it serve a high volume of accounts consistently, and stay hands-on for escalations, at-risk accounts, and key renewals. Success is measured by the health of the portfolio and the team behind it: client satisfaction, retention, team performance, and sustainable revenue growth.

Key Responsibilities:
1. Team Leadership & People Management
· Lead, coach, and develop a team of Senior Account Managers and Account Managers responsible for the core client portfolio.
· Assign and balance account portfolios across the team based on account volume, complexity, and individual capacity.
· Set clear performance expectations and run regular one-on-ones, account reviews, and monthly scorecard reviews with each team member.
· Identify skill gaps and deliver coaching, training, and development plans; manage underperformance through documented coaching and Performance Improvement Plans when required.
· Partner with leadership and Talent Acquisition on team capacity planning, hiring, and onboarding of new Account Managers.
· Build a team culture of accountability, client ownership, and continuous improvement.

2. Client Management & Experience
· Own the end-to-end client experience for the core client portfolio from onboarding through renewal.
· Establish and enforce consistent service standards, client touchpoint cadences, and communication playbooks across the team.
· Serve as the escalation point for complex client issues, at-risk accounts, and sensitive client relationships.
· Step in directly on key client relationships, renewals, and recovery conversations where senior involvement is needed.
· Drive client satisfaction, loyalty, and advocacy across the segment through proactive, consistent engagement.

3. Portfolio Growth & Value Creation
· Set segment-level retention and growth targets and translate them into individual targets for each team member.
· Guide the team in identifying expansion opportunities through additional services, compliance solutions, or operational improvements that create measurable client value.
· Oversee renewal planning across the portfolio, ensuring renewals are initiated on time and handled with long-term client relationships in mind.
· Maintain visibility into the team's expansion pipeline and forecast segment growth to leadership.
· Ensure every recommendation the team makes aligns with the client's business needs and long-term success.

4. Portfolio Health & Team Performance Management
· Own the overall health and performance of the core client portfolio.
· Monitor client engagement, retention risks, service utilization, and satisfaction trends across the segment and by Account Manager.
· Direct recovery strategies for at-risk accounts and coordinate cross-functional action plans.
· Ensure the team maintains accurate account plans, forecasts, client documentation, and CRM records.
· Report portfolio and team performance metrics to leadership and use insights to drive continuous improvement.

5. Cross-Functional Leadership & Process
· Serve as the core portfolio's central point of coordination with internal teams.
· Partner closely with Operations, Customer Support, Compliance, Finance, Product, and Sales to ensure a consistent client experience.
· Build and refine scalable account management processes, playbooks, and workflows that allow the team to serve a high volume of accounts efficiently.
· Share customer insights to influence product enhancements, service improvements, and organizational priorities.
· Advocate for client needs while balancing operational capabilities and business objectives.

Required Qualifications:

· 3+ years of Account Management experience in B2B client management, customer success, or client services roles.
· 2+ years of experience directly managing a team of Account Managers, including senior or lead-level Account Managers.
· Hands-on client management experience owning client relationships, retention, renewals, and escalations.
· Proven ability to coach, develop, and hold a team accountable to performance targets and service standards.
· Experience managing a high-volume client portfolio through a team, including portfolio assignment and capacity planning.
· Strong commercial acumen with the ability to balance customer advocacy, operational excellence, and sustainable revenue growth.
· Demonstrated ability to coordinate cross-functional teams to resolve client challenges and deliver measurable business outcomes.
· Bachelor's degree in Business Administration, Marketing, Healthcare Administration, Communications, or a related field preferred; an equivalent combination of education and relevant professional experience will be considered.

Technical Skills:

• Proficiency with CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or similar customer relationship management systems.
• Strong analytical skills with the ability to interpret client and team performance metrics, identify trends, and develop strategic recommendations.
• Experience utilizing Microsoft Office Suite, particularly Excel and PowerPoint, to prepare leadership reports, account reviews, and team performance insights.
• Demonstrated ability to handle protected health information (PHI) and confidential client data in accordance with HIPAA and MedPro and MP1's information security policies.
• Reliable high-speed internet, a private and secure workspace, and use of company-issued equipment and VPN for all client and system access.

Leadership Competencies:

•The successful Strategic Account Manager demonstrates:
•Executive Presence and Professionalism
•Strategic Thinking
•Customer-Centric Mindset
•Consultative Relationship Management
•Commercial and Business Acumen
•Strong Negotiation and Influencing Skills
•Excellent Verbal and Written Communication
•Problem Solving and Critical Thinking
•Cross-Functional Collaboration
•Accountability and Ownership
•Adaptability and Change Leadership
•High Emotional Intelligence

Nice-to-Have:

• Background in healthcare, healthcare compliance, environmental services, medical waste management, or multi-location service organizations.
• Professional certifications in Customer Success, Account Management, Project Management, Sales, or Healthcare Compliance (e.g., CCSM, PMP, Certified Professional in Healthcare Quality (CPHQ), CHC, CHPC, or equivalent) are an advantage.
• Familiarity with healthcare regulatory and compliance standards (e.g., OSHA, HIPAA, DOT, EPA, or other healthcare/environmental compliance requirements) is preferred.
• Experience building, scaling, or restructuring an account management or client success team.

Compensation & Benefits:

• Salary Range: $1,400–$1,600 base salary per month, commensurate with experience and qualifications.
• Permanent work-from-home
• 40 hours per week, aligned with U.S. business hours (CST, graveyard shift).
• Fixed weekends off (Saturday & Sunday)
• Work Anniversary Bonus
• No work with pay on US Holidays

Basic Technical Requirements:

• Your own laptop/desktop PC with the following minimum specs: i5 5th gen and above/AMD equivalent; 8GB RAM; Mozilla or Chrome installed; Windows 10 upwards.
• A consistent and stable internet connection of at least 20Mbps
• With back-up computer, internet connection and power