Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support to the AORN Industry team by enhancing relationships with industry partners and internal stakeholders.

• Promote the adoption, retention, and expansion of AORN educational solutions and industry offerings.

• Manage customer onboarding, implementation follow-up, usage monitoring, and continuous customer engagement.

• Conduct proactive quarterly business reviews with clients and partners.

• Facilitate renewal planning through timelines, account health indicators, stakeholder follow-up, and coordinated action plans.

• Identify at-risk accounts and spearhead outreach and escalation initiatives to enhance retention.

• Maintain renewal forecasting, account status updates, and a consistent operational rhythm.

• Collaborate with Industry Account Executives and Clinical Program Managers to secure renewal revenue and support growth opportunities.

• Stay informed about AORN Industry offerings, educational solutions, sponsorship opportunities, and related products.

• Build and nurture relationships with industry partners, facility customers, educators, executives, administrators, and purchasing decision-makers.

• Coordinate with Account Executives, Marketing, Education, Nursing, Customer Service, Finance, Technology, Sales, and Clinical Program Managers.

• Utilize Salesforce, iMIS, Tableau, Definitive Healthcare, Excel, and other systems to manage account records, oversee renewals, monitor usage, assist with forecasting, and generate reports.

• Collect partner and customer feedback to pinpoint market needs, educational gaps, product opportunities, customer risks, and process enhancements.

• Assist in the creation of partner-facing materials, renewal communications, implementation resources, and customer success tools.

• Engage in interdepartmental and intradepartmental initiatives, meetings, and projects.

• Carry out other duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Health Care Administration, Education, or a related field, or a comparable combination of education and relevant experience.

• Over 6 years of experience in customer success, account management, strategic partnerships, business development, sales support, or related relationship management roles.

• Proven ability to manage renewals, enhance customer relationships, assess account needs, and facilitate revenue retention and growth.

• Proficiency in Salesforce, Microsoft Excel, and other tools utilized for account management, data analysis, forecasting, and identifying operational challenges.

• Experience in professional communication with customers, partners, executives, and internal stakeholders.

• Preferred: successful track record in consultative sales, strategic partnerships, sponsorship support, customer success, or account management within hospitals, surgery centers, health care organizations, or associations.

• Preferred: understanding of the perioperative, surgical facility, medical device, health care education, or association sectors.

• Preferred: familiarity with AORN, AORN Industry offerings, and educational solutions designed for the perioperative context.

• Strong customer service orientation, relationship management capabilities, and problem-solving skills.

• Ability to prioritize tasks, strategize independently, manage competing deadlines, and assist customers and partners in developing comprehensive programs.

• Solid business acumen with the capacity to identify customer needs, propose solutions, and facilitate revenue retention and growth.

• Ability to effectively communicate with personnel in operating room, surgical, health care, association, and industry partner settings regarding AORN products and services.

• Excellent verbal and written communication, presentation, negotiation, and follow-up skills.

• Ability to exemplify and hold others accountable for organizational values.

• Capability to work remotely using a computer, telephone, and Microsoft Teams on a daily basis.

• Willingness to travel as necessary.

• Equivalent combination of education and relevant experience will be accepted.

🏝️ Benefits

• Health insurance package options including HDHP and PPO plans.

• Dental and vision coverage.

• Flexible Spending Account (FSA) and Healthcare Savings Account (HSA) options.

• Employer-paid short- and long-term disability, accidental death and dismemberment, and life insurance coverage.

• Voluntary life insurance options including critical illness and accident insurance.

• 401(k) plan with immediate vesting.

• Pet insurance.

• Udemy Learning.

• Paid time off.

• 10 paid holidays per year.

• Paid sick time.

• Paid parental leave.

• Free subscription to Calm.

• Up to 8 hours of paid volunteer time.

• Employee Assistance Programs.

• Staff Incentive Bonus.

• Remote work arrangement.

• Ability to travel as necessary in support of department and Association initiatives.