Senior Customer Success Manager

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

📋 Description

• Oversee strategic client relationships post-sales with major enterprise clients.

• Enhance client retention, adoption, expansion, and advocacy.

• Establish trusted-advisor connections by understanding and monitoring desired business outcomes and key performance indicators.

• Formulate and implement strategies that promote client satisfaction, utilization, retention, and product growth.

• Act as a trusted advisor for designated accounts, nurturing relationships with clinical leaders, IT personnel, and administrators.

• Facilitate discussions regarding healthcare-specific objectives and strategies.

• Perform regular check-ins and conduct Business Value Reviews.

• Develop customized success plans with specific, measurable goals.

• Track and report on progress, adjusting strategies to meet changing customer needs.

• Analyze data to uncover underutilized features and offer actionable recommendations.

• Introduce clients to new platform functionalities and illustrate their workflow and outcome effects.

• Share best practices, use cases, and resources to foster deeper engagement.

• Represent the customer's voice within TigerConnect and relay feedback to internal teams.

• Collaborate with support and product teams to resolve customer challenges.

• Educate clients on compliance requirements, including HIPAA.

• Identify opportunities for upselling and cross-selling.

• Showcase ROI during renewal discussions and proactively address churn risks.

• Work alongside Implementation and Professional Services teams during onboarding.

• Provide tailored training sessions for end-users and administrators.

• Partner with Sales and Professional Services throughout the customer journey.

• Influence product development and marketing strategies through customer insights.

• Promote testimonials, webinars, and other customer advocacy initiatives.

• Keep abreast of trends and best practices in customer success.

⛳️ Requirements

• Bachelor's degree in healthcare, business, marketing, or a related discipline.

• Over 8 years of experience in client success management or a related area.

• Background in the B2B SaaS industry.

• Required experience in healthcare or healthcare technology.

• Understanding of clinical workflows, IT environments, and regulatory compliance in healthcare.

• Proficient in SaaS platforms, data analytics, and integrations (e.g., EHRs).

• Strong skills in customer relationship management.

• Experience in creating and executing client success strategies aligned with business objectives.

• Exceptional communication and presentation abilities.

• Strong analytical capabilities.

• Project Management experience, including handling success plans with well-defined goals and timelines.

• Experience collaborating with cross-functional teams such as sales, marketing, and product.

• Knowledge of customer success best practices and industry trends.

• Ability to work both independently and collaboratively in a fast-paced, dynamic environment.

• Familiarity with customer success tools like Salesforce, Gainsight, or similar platforms is preferred.

🏝️ Benefits

• Flexible remote work opportunities with teams across the US and globally.

• Premium office space located in El Segundo, California.

• Comprehensive Medical, Dental, and Vision insurance for you and your family.

• 401k matching program.

• Wellness reimbursement program.

• Company-wide wellness days (extra days off to rest and recharge).

• Flexible time off policy.