Senior Customer Success Manager

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

📋 Description

• Act as the strategic partner for designated accounts while fostering relationships with both operational and executive stakeholders.

• Create and refine account strategies and Joint Success Plans that align with customer objectives and measurable outcomes.

• Anticipate the needs of stakeholders by identifying account risks, opportunities, and actionable steps.

• Utilize product expertise and change management principles to enhance workflows and ensure sustained adoption.

• Analyze customer and platform data to uncover trends, gaps, and opportunities for improvement.

• Relate platform usage and outcomes to customer objectives while effectively communicating measurable value.

• Recognize and address account and renewal risks proactively.

• Oversee the strategy and execution of renewals.

• Spot expansion opportunities and collaborate with Sales on qualified growth initiatives.

• Conduct stakeholder meetings, quarterly business reviews (QBRs)/executive business reviews (EBRs), renewal discussions, and handle escalations.

• Customize communication to suit various stakeholder and buyer types while managing competing priorities.

• Identify root causes, resolve persistent challenges, and drive effective solutions.

• Coordinate cross-functional partners around customer priorities, responsibilities, timelines, and dependencies.

• Lead intricate customer initiatives while minimizing project risks.

• Aggregate customer feedback and advocate for their needs with Product and internal teams.

• Function as a reliable resource and thought partner for colleagues.

• Share best practices, insights, and experiences to enhance team performance.

⛳️ Requirements

• A minimum of 3 years of experience in customer success, account management, or a closely related field.

• At least 3 years of experience supporting healthcare and/or government clients.

• Proven experience in managing complex customer relationships and interacting with executive stakeholders.

• Familiarity with account planning, renewals, retention, and expansion strategies.

• Experience in promoting product adoption, improving workflows, or managing change.

• Strong analytical skills with a proven track record of converting data into actionable insights.

• Experience leading strategic customer meetings, business reviews, or managing escalations.

• Demonstrated ability to lead cross-functional initiatives without direct authority.

• Candidates must reside in Hawaii.

• Must successfully complete a background check, including criminal, employment, and educational verification.

• Willingness to travel up to 30%.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage for employees and eligible partners and dependents.

• Unlimited virtual mental health and acute medical consultations.

• Access to an Employee Assistance Program (EAP).

• Subscription to a wellness platform.

• Flexible vacation policy, including days for volunteering and mental health.

• 14 paid holidays observed company-wide.

• Paid parental leave, inclusive of adoptive parents.

• Opportunities to participate in Employee Resource Groups (ERGs).

• Health savings accounts (HSAs) available.

• Flexible spending accounts (FSAs) offered.

• Commuter benefits provided.

• 401(k) plan with employer matching, immediate vesting, and financial wellness resources.

• Company-paid life and AD&D insurance, with options for additional coverage.

• Disability insurance coverage.

• Accident insurance available.

• Pet insurance options.

• Provision of necessary work-from-home equipment, including a computer, mouse, keyboard, and approved supplies.