Senior Customer Success Manager

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

📋 Description

• Oversee and manage a portfolio of strategic enterprise healthcare accounts throughout the customer journey.

• Create and implement customized success plans while cultivating stakeholder relationships.

• Engage in strategic planning, deployment phases, and go-live milestones.

• Address customer inquiries, resolve issues, and coordinate cross-functional solutions.

• Drive retention and growth initiatives in collaboration with Sales and Customer Experience leadership.

• Contribute to the development of Customer Success strategies, processes, and scalable practices.

• Suggest enhancements to systems, tools, and workflows.

• Collaborate with Sales, Marketing, Product, Technical Account Services, and Hardware Operations.

• Advocate for the customer perspective to guide product and process development.

• Engage with customers from installation to renewal, emphasizing executive relationships, measurable outcomes, and program growth.

⛳️ Requirements

• A minimum of 8 years of experience in Customer Success.

• Proven success in managing complex enterprise accounts.

• Strong knowledge of customer lifecycle management, renewals, and expansion strategies.

• Experience overseeing multi-phase projects in healthcare or SaaS environments.

• Exceptional communication and stakeholder engagement skills.

• Strong problem-solving capabilities with a proactive approach to execution.

• Ability to think strategically and contribute to functional development.

• Familiarity with CRM tools (Salesforce, HubSpot, etc.).

• A growth mindset and adaptability to startup settings.

• Preferred: Background in healthcare technology, safety/security, or RTLS systems.

• Preferred: Knowledge of change management principles to drive adoption.

🏝️ Benefits

• Remote work arrangement.

• Up to 50% travel.

• A collaborative, mission-driven work environment.

• Emphasis on growth, creativity, and purpose.