Principal Customer Success Manager, Healthcare

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

📋 Description

• Act as a strategic advisor and collaborative partner to senior client executives.

• Enhance and deepen knowledge of the client's business, healthcare landscape, competitive landscape, marketing strategies, and evolving priorities.

• Provide guidance to clients on utilizing Reputation’s platform, data, and insights to meet strategic business and marketing goals.

• Formulate and implement account strategies aimed at achieving measurable outcomes, long-term value, retention, and growth.

• Cultivate relationships with executive sponsors and stakeholders across various functions, including marketing, operations, customer experience, and digital.

• Introduce healthcare, marketing, and business insights to question assumptions, identify opportunities, and convert data and insights into actionable strategies.

• Direct strategic Executive Business Reviews and executive interactions that showcase business impact and shape future priorities.

• Collaborate with Sales on renewals and expansion initiatives while emphasizing long-term customer value.

• Work cross-functionally with Sales, Product, Engineering, Marketing, Data Science, and Support to advocate for customer needs and drive improvements.

• Manage complex customer challenges and escalations with sound judgment, executive presence, and sustainable solutions.

• Act as a subject matter expert and internal resource on healthcare, marketing strategy, and enterprise customer success.

• Mentor peers through expertise, thought leadership, and sharing best practices.

• Assist in evolving Customer Success strategies, methodologies, and playbooks for complex enterprise and healthcare clients.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• An undergraduate degree is typically required.

• Over 12 years of progressive experience in Customer Success, strategic account management, consulting, marketing, SaaS, healthcare, or a related field.

• Extensive experience working with healthcare organizations and a robust understanding of the industry, its business dynamics, and evolving priorities.

• Comprehensive marketing expertise, including areas such as marketing strategy, customer experience, reputation management, digital presence, acquisition, or retention.

• Proven track record in managing complex enterprise SaaS relationships and influencing senior and executive stakeholders.

• Strong business acumen and a sense of curiosity.

• Exceptional consultative, analytical, and problem-solving abilities.

• Capability to develop a perspective and make recommendations based on data, experience, and business context.

• Demonstrated ability to constructively challenge clients, ask insightful questions, identify underlying needs, and influence strategic decisions.

• Advanced executive communication and presentation skills.

• Experience in driving customer adoption, retention, renewal, expansion, and long-term strategic partnerships within enterprise accounts.

• Ability to navigate complex organizations, manage competing priorities, and handle ambiguity in high-stakes situations.

• Exceptional cross-functional leadership skills and the ability to influence without direct authority.

• Advanced proficiency in Sheets/Excel, Slides/PowerPoint, and data visualization and presentation tools.

• A strong passion for healthcare, marketing, customer strategy, and utilizing technology and data to address significant business challenges.

• Applications accepted from individuals only; no candidates from third-party agencies.

🏝️ Benefits

• Flexible PTO for salaried employees.

• Hourly employees earn PTO based on tenure and receive 5 sick days each year; sick days are available from day one.

• PTO is accrued with each paycheck.

• 10 company-paid holidays plus 4 “Extended Company Holidays.”

• Multiple options for medical and dental plans.

• 100% company-paid vision coverage.

• 401k plan available through Fidelity.

• Paid Parental Leave for all eligible employees starting from the first day of employment.

• Employer-covered short-term and long-term disability and life insurance.

• Critical Illness, Accident & Hospital Indemnity insurance available.

• Employee Assistance Program (EAP) offered.

• PerkSpot employee discount program.

• Wellhub (Gym Pass) access to virtual well-being applications, coaching, and gym memberships.

• Carrot Fertility support for fertility, family planning, maternity, parenting, and hormonal health.

• Omada virtual prevention and physical therapy program.

• Ladder supplemental life insurance available.

• SoFi financial well-being platform providing 1:1 advice.

• Fetch pet insurance discount program available.

• Spring Health for Guardian offering virtual mental health support.

• XP Health for Guardian providing a virtual eyewear platform.

• Rate.com mortgage services discount program.