Customer Success Manager – Healthcare SaaS

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

📋 Description

• Take charge of the entire customer journey, from integration and onboarding to renewal and expansion.

• Supervise and manage the complete customer lifecycle, including technical integration, implementation, user training, renewal, and growth.

• Set retention objectives and renewal milestones for the client Regard team.

• Cultivate and nurture relationships with client leadership, developing product advocates and champions.

• Create and present impact analyses for Quarterly Business Reviews (QBRs).

• Assess and monitor customer feedback and concerns to enhance the customer experience.

• Lead project tracking efforts across internal development teams and client stakeholders.

• Maintain comprehensive knowledge of Regard products and services, responding to customer inquiries and providing recommendations.

• Identify opportunities for account growth and expansion.

• Streamline company processes and improve Customer Success initiatives.

• Collaborate with implementation, sales, marketing, training, product, and technical teams.

• Report directly to the Director of Customer Success.

⛳️ Requirements

• Minimum of 3 years of professional experience in healthcare customer success.

• Experience in the acute care setting within the last 2 years.

• Familiarity with inpatient Epic or Cerner EHR integrations in the past 2 years.

• Proficient in leading meetings with healthcare client stakeholders and leadership within large and complex health systems, including experience with clinical leaders in acute care hospital settings.

• Strong skills in Excel, analytics, and modeling.

• Proven ability to build productive, long-term business partnerships.

• Must reside in MT, CT, or ET time zones, within 50 miles of a major airport.

• Willingness to travel to client sites as required (up to 30%).

• Experience in clinical informatics.

• Exceptional written and verbal communication skills.

• Background in healthcare project management.

• Comfortable using AI tools.

• Authorized to work in the US without the need for visa sponsorship.

• Must successfully pass a background check as part of the hiring process.

🏝️ Benefits

• Eligible for equity.

• Qualified for an annual performance bonus, contingent upon the company meeting ARR targets.

• 99% employer-paid health benefits (Medical, Dental, and Vision) plus a One Medical subscription.

• 18 PTO days per year, along with a one-week holiday break.

• Monthly health and wellness budget.

• Company-sponsored team retreats and social events.

• A sabbatical program.

• Catered lunches and other enjoyable perks for those who frequently work from the Manhattan office.

• Hybrid employees can work from locations outside their home office for up to 6 weeks annually.