Senior Customer Success Manager

This is a fully remote position, open to applicants in Virginia, +1 more state.

📋 Description

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

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

• Anticipate the needs of stakeholders while identifying risks, opportunities, and actions that promote account success.

• Utilize product expertise and change management tactics to enhance workflows and encourage sustained adoption.

• Leverage customer and platform data to uncover trends, gaps, and areas for improvement.

• Link platform usage and outcomes to customer objectives, effectively communicating measurable value.

• Recognize and address account and renewal risks.

• Oversee renewal strategies and their implementation.

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

• Facilitate stakeholder meetings, Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), renewal discussions, and escalations.

• Analyze root causes, resolve recurring issues, and drive effective solutions.

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

• Lead intricate customer initiatives while managing project risks.

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

• Serve 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 managing complex customer relationships and engaging with executive stakeholders.

• Background in account planning, renewals, retention, and expansion.

• Experience in driving product adoption, enhancing workflows, or managing change.

• Strong analytical capabilities with a demonstrated track record of translating data into actionable insights.

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

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

• Residency in or around West Virginia is required.

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

• Willingness to travel up to 30%.

🏝️ Benefits

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

• Unlimited virtual mental health services and acute medical consultations.

• Employee Assistance Program (EAP) available.

• Access to a wellness platform subscription.

• Flexible time off, including volunteer days and mental health days.

• 14 paid company-wide holidays.

• Paid parental leave for all parents, including adoptive.

• Opportunities to join Employee Resource Groups.

• Health Savings Accounts (HSAs) offered.

• Flexible Spending Accounts (FSAs) available.

• Commuter benefits provided.

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

• Company-paid life and Accidental Death & Dismemberment (AD&D) insurance, with options for additional coverage.

• Disability coverage included.

• Accident insurance available.

• Pet insurance options provided.

• Necessary equipment for remote work, including computer, mouse, keyboard, and other approved supplies.