Client Success Manager - Healthcare Staffing

About Cynet Health

Cynet Health is a recognized healthcare workforce solutions provider, certified by the Joint Commission and headquartered near Washington, D.C. We collaborate with healthcare organizations across the country to offer premium clinical and allied staffing services covering diverse care environments.

Role Overview

The Client Success Manager (CSM) is responsible for managing and expanding a regional or national portfolio of healthcare staffing accounts, mostly involving MSP programs. This pivotal client-facing role oversees total open assignments (TOA) growth, client satisfaction, operational cohesion, and portfolio performance primarily across clinical and some allied or non-clinical programs. The CSM acts as the main liaison for clients, clearly defining expectations, MSP submission standards, and coordinating internal teams to fulfill program demands.

Key Duties

• Manage and develop a portfolio of healthcare staffing accounts within MSP frameworks at regional or national levels.
• Maintain solid client relationships through continual communication, performance assessments, and proactive engagement.
• Promote TOA growth by handling open job requisitions, detecting opportunities for expansion, and aligning staffing efforts to meet client needs.
• Establish, document, and convey MSP-specific submission protocols to recruiting teams.
• Collaborate with recruiting leadership to prioritize requisitions, regulate submission rates, and strategize fulfillment.
• Act as the chief escalation contact for client or provider concerns, ensuring prompt and professional issue resolution.
• Maintain portfolio vitality through contract extensions, renewals, amendments, and retention actions.
• Track client satisfaction and portfolio metrics using quality indicators, scorecards, and key performance measures.
• Ensure credentialing and compliance align with Joint Commission standards.
• Support assignment confirmations, modifications, and terminations as necessary.
• Develop strong connections with healthcare professionals to enhance retention beyond current assignments.
• Engage in client site visits, networking, and industry events when needed.
• Implement referral and client engagement initiatives as assigned.

Requirements

• Bachelor’s degree or equivalent education and relevant experience.
• Minimum 5 years’ experience exclusively in healthcare staffing with MSP program responsibility.
• Proven experience managing a business book with over 100 active TOA.
• Experience managing regional or national MSP client portfolios.
• Track record of portfolio growth, TOA expansion, and maintaining client retention.
• Deep knowledge of MSP program operations, compliance, and client accountability.
• Ability to juggle multiple priorities within a fast-paced, deadline-oriented setting.
• Exceptional verbal, written, and interpersonal communication capabilities.
• Highly organized, detail-driven, and customer-focused approach.
• Self-motivated with strong ownership of results.