Infopro Digital group is recruiting for a Client Success Manager on a permanent basis to join our Red-on-line business units based in North America. Infopro Digital is a B2B group specialising in information and technology. With a presence in 20 countries, the group has 4,000 employees of 79 nationalities. About Red-on-line Red-on-line offers a complete all-in-one solution – software, expertise, and content – supporting management systems in EHS across more than 85 countries. Used by over 2,000 leading organisations, our services empower EHS professionals and certified companies (ISO 9001, ISO 14001, ISO 45001) to manage all their compliance and risk challenges through a comprehensive multilingual online platform. From regulatory monitoring, risk analysis, audits, and incident tracking, through to action plans, Red-on-line delivers tailored solutions backed by our multidisciplinary international team of legal experts, marketers, product managers, sales professionals, and engineers. As part of Infopro Digital’s global group, Red-on-line combines the stability of a well-funded international leader with the agility of a specialist team making an impact in the EHS technology space.  About the role The Client Success Manager plays a pivotal role in ensuring Red-on-line’s clients achieve their desired outcomes and maintain long-term satisfaction with our solutions and services. Acting as the primary point of contact post‑sales, you will build strong relationships, drive adoption, and proactively support clients throughout their lifecycle. You will collaborate closely with Product, Support, Delivery, and Sales teams to ensure seamless deployment, ongoing engagement, and continuous value delivery. This role is suited to a customer‑centric professional who thrives in a fast‑paced, consultative environment and is passionate about helping clients succeed. Key tasks and responsibilities Client Satisfaction - Build and maintain strong client relationships, ensuring needs are met and expectations exceeded. - Coordinate deployments to ensure smooth implementation of Red-on-line’s solutions. - Monitor client organisations to anticipate risks and challenges affecting satisfaction and retention. Collaboration Across Teams - Facilitate communication between clients and internal teams (Product, Support, Delivery). - Gather insights to support Sales-led Quarterly Business Reviews (QBRs) and identify opportunities for strategic discussions. - Share client feedback to influence product development and process improvements. KPI Monitoring and Reporting - Track client engagement, compliance progress, and key success metrics. - Maintain accurate records on collaboration tools and provide tailored client updates. - Use insights to support strategic decision-making and proactive risk mitigation. Client Advocacy and Value Delivery - Stay informed on client needs, industry updates, and business challenges. - Proactively recommend solutions to enhance client performance and results. - Support clients in maximising the value of Red-on-line’s offerings.

• Own a book of business to drive retention and growth rates • Develop a comprehensive understanding of typical business challenges faced by customers and map Trella Health capabilities to address their needs • Engage customers in an appropriate experience that allows them to effectively execute their success plan • Manage customer renewal and expansion orders for attainment of net retention goals • Facilitate implementation kickoffs with our implementation consultants that confirm business goals and outline an initial success plan • Identify risks to customers achieving their stated business goals and collaborate with their account team on how to best mitigate risks • Foster relationships with stakeholders that lead to advocacy for Trella Health across the care continuum • Collect and summarize customer feedback with a focus on understanding the customer’s business problem

• Drive patient satisfaction and trust by providing clear guidance and proactive communication throughout the patient journey. • Contribute to operational efficiency by coordinating cross-functional efforts with clinical and operations teams. • Improve patient outcomes by tracking progress, following up on orders or prescriptions, and ensuring timely resolution of issues. • Identify recurring patient challenges and provide actionable feedback to leadership to enhance processes and communication. • Support the company’s goal of delivering a consistent, high-quality patient experience that fosters long-term engagement. • Support patients throughout their journey, ensuring a clear, positive, and consistent experience • Respond to patient questions via chat, email, and internal systems with empathy and clarity • Take ownership of patient concerns from first interaction through resolution • Build trust by communicating next steps, timelines, and expectations effectively • Maintain accurate documentation of all patient interactions • Coordinate with clinical, pharmacy, and operations teams to guide patients through required next steps • Proactively follow up on open concerns to ensure patients feel supported and informed • Escalate patient concerns when needed while remaining accountable for resolution • Track patient progress across orders, prescriptions, and services • Communicate delays, updates, or required actions proactively • Ensure patients have the information needed to move forward confidently • Handle limited phone interactions to resolve concerns or clarify next steps • Document conversations, actions taken, and outcomes clearly • Handle sensitive information responsibly and in compliance with healthcare standards • Identify recurring patient concerns and share feedback with leadership • Contribute to improvements in patient communication and experience

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