Customer Success Manager

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

📋 Description

• Take charge of post-deployment success for key national healthcare clients.

• Oversee a portfolio of strategic national healthcare customers as a reliable long-term partner.

• Design and implement outcome-focused success plans that align with customer objectives related to safety, asset visibility, operational efficiency, and return on investment (ROI).

• Cultivate relationships with clinical, operational, IT, and executive stakeholders.

• Assist customers in navigating post-launch adoption, optimization, and growth.

• Proactively spot risks and opportunities, address issues, and coordinate internally to uphold customer satisfaction.

• Collaborate with Sales and Customer Success leadership to facilitate renewals, expansions, and long-term account development.

• Contribute to the advancement of national Customer Success practices, processes, tools, and workflows.

• Establish and refine repeatable processes for adoption, retention, expansion, and value assessment.

• Convert customer data and outcomes into ROI narratives, best practices, and playbooks.

• Work in partnership with Sales, Product, Technical Account Services, Hardware Operations, and Marketing teams.

• Represent the customer’s voice to shape product direction, roadmap decisions, and improvements focused on ROI.

• Travel frequently, approximately 30–40%, to engage with customers.

⛳️ Requirements

• Minimum of 6 years of Customer Success experience in the healthcare sector, supporting national healthcare organizations.

• Ability to work independently with a high degree of autonomy and take responsibility for customer relationships and outcomes.

• Capability to function effectively in a fast-paced, growth-oriented environment amid ongoing change.

• Experience in healthcare technology, particularly in supporting technology and SaaS platforms within intricate healthcare settings.

• Solid understanding of healthcare workflows, customer lifecycle management, renewals, and strategies for expansion.

• Proven experience driving adoption, optimization, and measurable ROI for SaaS or hardware-enabled healthcare solutions.

• Demonstrated executive presence with the ability to engage senior leaders, steer strategic discussions, and communicate value and ROI at the executive level.

• Strong problem-solving abilities coupled with an ownership-oriented mindset.

• Familiarity with Salesforce or similar enterprise CRM tools.

• Residing in Florida or willing to relocate to Florida.

🏝️ Benefits

• Equity in a rapidly growing company aiming for $100M+ ARR, supported by prominent investors.

• Comprehensive health, dental, and vision insurance.

• 401(k) plan.

• Paid time off.

• Paid parental leave.

• Access to all the tools necessary for optimal performance.

• Remote work flexibility.

• Frequent travel opportunities to meet customers.