Customer Success Manager

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

📋 Description

• Develop and oversee ongoing strategic partnerships with the MDaudit customer base.

• Foster customer relationships to ensure high levels of satisfaction and loyalty.

• Identify opportunities to enhance and broaden product utilization.

• Collaborate with Implementation, Support, Product, Finance, and Sales teams to drive customer success.

• Advocate for customers and engage with decision makers to promote change and expand product usage.

• Enhance customer satisfaction year over year through NPS metrics.

• Provide regular updates on Customer Health Analysis.

• Utilize risk metrics to assess customer activities, informing retention risk and strategy.

• Manage retention and growth objectives.

• Advocate for the prompt resolution of escalated account issues and enhancements to the product.

• Conduct proactive, comprehensive reviews of customer accounts and address barriers to success.

• Lead Executive Business Reviews focused on outcomes and return on investment.

• Deliver regular customer updates to key stakeholders at MDaudit.

• Act as the primary liaison between customers and internal MDaudit teams.

• Communicate the product roadmap and engagement solutions to customers.

• Establish and nurture relationships with decision makers, influencers, executive leadership, and end users.

• Secure customer commitments for the reference program.

• Coordinate and encourage customer participation at events alongside Marketing and Sales.

• Promote customer involvement in MDaudit Community events, councils, and industry gatherings.

• Educate customers about new offerings and product releases.

• Drive sales of MDaudit services in collaboration with Implementation and Finance teams.

• Partner with the Growth Team to identify and support upsell opportunities.

• Propel renewal success through customized customer retention and growth strategies.

• Manage customer relationships and minimize churn.

• Ensure adherence to contract requirements and service level agreements (SLAs).

• Utilize Salesforce and other essential tools to document customer interactions and information.

⛳️ Requirements

• Bachelor's degree from a four-year college.

• Over 5 years of experience in customer success management, with responsibility for the overall relationship.

• At least 4 years of experience in a healthcare environment, including compliance, billing, auditing, coding, revenue cycle, or accounting (hospital or professional).

• Knowledge of healthcare data flow and related risks.

• Experience overseeing information systems-based projects.

• Demonstrated leadership and mentoring abilities.

• Excellent communication skills for executive-level decision-making.

• Proficient in Microsoft Office Suite.

• Familiarity with Salesforce.

• Outstanding interpersonal and customer engagement skills.

• Capability to resolve issues independently.

• Strong organizational skills.

• Ability to influence stakeholders effectively.

• Sound judgment in prioritizing needs and tasks.

• Proven verbal and written communication skills.

• Ability to manage multiple complex projects concurrently while achieving high-quality results.

• Experience in compliance and revenue cycle coding/auditing is preferred.

• Flexibility and a positive response to dynamic environments.

• Willingness to travel to customers up to 25% of the time.

🏝️ Benefits

• Access to an on-demand learning program.

• Participation in remote Cooking Classes, Yoga Sessions, and Mixology Classes.

• Comprehensive Medical, Dental, and Vision Coverage.

• 401K plan with company matching.

• Unlimited vacation policy.

• Peer-nominated awards and recognition.

• Opportunities for career growth and advancement.