Job Details

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Benefits

• Bonus based on performance
• Competitive salary
• Paid time off

POSITION SUMMARY

The Customer Success Manager is responsible for nurturing client relationships post-sale, acting as the key liaison between clients and internal teams to ensure exceptional service delivery and ongoing satisfaction. This role focuses on identifying upsell and cross-sell opportunities, guiding new clients through a smooth onboarding process, and maintaining long-term partnerships through proactive communication and personalized support.

You will play a critical role in driving client retention, increasing revenue, and resolving any issues by working closely with departments such as operations, logistics, and finance. This position requires strong relationship-building skills, a proactive mindset, and a commitment to delivering a high-touch client experience.

ABOUT THE COMPANY

American Screening Corporation is a global leader in rapid drug testing, background checks, diagnostics, and fulfillment services. We are scaling to become the dominant player in testing worldwide.

RevealBackground.com, a division of ASC, offers automated, API-integrated background checks that help staffing companies, healthcare providers, and HR leaders screen faster and smarter.

Our Mission: We provide a brighter future to communities worldwide through the delivery of reliable medical testing solutions.

Our Vision: We will become the global leader in testing by partnering with 5 million companies and providing positive outcomes to 1 billion people.

OBJECTIVES

• Identify opportunities for upselling and cross-selling additional services to enhance client value and increase revenue.
• Conduct follow-ups with clients post-sale to ensure satisfaction and address any outstanding issues.
• Guide new clients through the onboarding process, ensuring a seamless transition from the Closer to Operations.
• Serve as the primary point of contact, building long-term relationships through consistent communication and personalized service.
• Regularly check in with clients to ensure satisfaction, address concerns, and proactively resolve issues.
• Liaise between clients and internal departments (logistics, finance, operations) to ensure smooth delivery and service execution.
• Maintain up-to-date records in the CRM, documenting all touchpoints, issues, and opportunities.
• Keep clients informed on industry changes, company updates, or service enhancements that may affect their account.
• Act as the client advocate when problems arise, taking ownership of resolution and follow-up.

COMPETENCIES

• Build and maintain long-term client relationships through consistent communication.
• Demonstrate deep understanding of diagnostic products and healthcare industry standards.
• Translate complex product features into simple, value-driven language for clients.
• Identify upsell and cross-sell opportunities based on client behavior and usage data.
• Proactively resolve client issues and follow up to ensure satisfaction.
• Maintain detailed CRM records of all touchpoints, issues, and opportunities.
• Analyze client trends to forecast needs and optimize retention strategy.
• Prepare and deliver regular account performance reports.
• Collaborate with internal teams to ensure seamless service and fulfillment.

EDUCATION & EXPERIENCE

• Bachelor's degree in business, Communications, Healthcare Administration, or a related field preferred.
• 2–4 years of experience in account management, client services, or healthcare sales support.
• Experience working with healthcare clients, diagnostic products, or background check services preferred.
• Proficiency in CRM systems (HubSpot preferred) and client data management.
• Strong understanding of post-sale support, relationship building, and upselling strategies.

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to travel up to 20–30% for client meetings, trade shows, or industry events.
• Must be able to communicate clearly in virtual and in-person environments.

BENEFITS

• Competitive salary + performance bonuses
• PTO Time Off

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, American Screening Corporation recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business.

We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms—both within our company and across interactions with clients, candidates, and partners.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The National Drug & Alcohol Screening Association (NDASA) is a member-owned, member-driven, member-operated organization whose mission is to advocate for safe and drug-free workplaces and communities through legislative advocacy, education, training and excellence in drug and alcohol screening services. We offer a multitude of member benefits and discounts, keeping our members informed with weekly communications, a quarterly newsletter, a weekly podcast and Town Hall Meeting, monthly educational webinars and an annual conference. Our training, certification and accreditation programs are second to none. Member participation opportunities include committees, State Affiliates program, course re-seller training, promotions & sponsorships, and regional training events.