Customer Success Manager – Growth Portfolio

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

📋 Description

• Manage a designated portfolio of accounts while keeping current situational awareness for each account.

• Establish trusted relationships with customer sponsors, administrators, users, and operational stakeholders.

• Conduct regular customer check-ins, linking solution usage and adoption to customer use cases, desired outcomes, risks, and next steps.

• Develop success objectives and suggest actionable steps to help customers derive value from Verato solutions.

• Identify potential customer health risks, document goals and objectives, coordinate with internal stakeholders, and escalate significant issues promptly.

• Collaborate with Support, Professional Services, Product, Sales, Finance, and other teams while maintaining accountability for customer communication and follow-up.

• Foster renewal readiness throughout the contract term and comprehend customer value, stakeholders, decision-making processes, risks, and timelines.

• Take ownership of renewals within established commercial parameters and collaborate with commercial representatives as necessary.

• Spot qualified cross-sell and expansion opportunities based on customer requirements, use cases, and desired results.

• Connect customers with product education, office hours, events, and subject matter experts.

• Keep precise records in the CSM platform and CRM regarding account health, risks, use cases, outcomes, stakeholder engagement, adoption, renewal forecasts, growth indicators, and subsequent actions.

• Relay customer feedback and portfolio trends to enhance the customer experience, product offerings, and Customer Success initiatives.

⛳️ Requirements

• A Bachelor's degree in business, information systems, technology, healthcare, or a related field, or equivalent practical experience as determined by the hiring manager.

• A minimum of one to two years of direct, hands-on experience as a Customer Success Manager in B2B Healthcare-focused SaaS, including direct management of an assigned customer portfolio.

• Proven experience throughout the post-sale lifecycle, encompassing customer engagement, adoption, value realization, risk management, retention, and renewal preparation.

• Experience leading customer meetings and effectively communicating with operational and departmental stakeholders.

• Familiarity with supporting or managing straightforward subscription renewals while maintaining accurate renewal statuses and forecasts.

• Ability to grasp technical products, comprehend customer workflows and use cases, and translate product features into practical business recommendations.

• Strong problem-solving, organizational, prioritization, and follow-through skills across multiple customers and deadlines.

• Excellent written and verbal communication abilities, along with empathy, sound judgment, curiosity, and a customer-centric mindset.

• Experience utilizing Salesforce, Gainsight, or a similar CRM/customer success platform to oversee account health, risk, renewals, and next steps.

• Capability to work efficiently across Support, Product, Professional Services, Sales, Finance, and other teams without losing ownership of customer outcomes.

• Preferred experience in healthcare technology or another regulated data environment.

• Familiarity with healthcare applications such as EHR/EMR systems, integration engines, analytics platforms, or population health solutions is preferred.

• Exposure to Master Data Management, Enterprise Master Patient Index, identity resolution, data quality, or interoperability is preferred.

• Experience in delivering personalized engagement across a large or lower-ARR customer portfolio is preferred.

• Up to 10% travel may be necessary for customer meetings, company events, or conferences.

🏝️ Benefits

• Opportunities to enhance knowledge in technology, healthcare, and organizational development.

• Access to top-notch tools and development opportunities.

• Opportunities for customer advocacy, including nominations for referenceable customers.