Senior Customer Success Manager

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

📋 Description

• Take ownership of a diverse portfolio consisting of mid-market and growth accounts throughout the entire customer lifecycle.

• Establish and nurture trusted relationships with key customer stakeholders, serving as their primary point of contact.

• Conduct regular business reviews with senior stakeholders from customer organizations.

• Proactively identify and address challenges and opportunities related to product or service adoption.

• Create and execute customer success plans aimed at enhancing satisfaction, adoption, and retention.

• Collaborate with Sales to uncover upsell, cross-sell, renewal, and growth opportunities within the customer base.

• Provide customers with guidance on best practices, process enhancements, and strategic objectives.

• Analyze customer health metrics, product usage data, and feedback to deliver actionable insights.

• Oversee customer onboarding processes and assist customers in reaching adoption milestones.

• Promote product usage and ensure integration into customers’ daily operations.

• Work closely with Sales, Marketing, Product, Support, and Engineering teams.

• Share product feedback and customer insights to shape product enhancements.

• Mentor and provide support to junior members of the customer success team.

• Identify customer retention risks and advocate effectively for customer needs.

• Measure and report on customer health using metrics such as NPS, customer satisfaction, and retention rates.

• Manage customer renewals while expanding existing customer relationships.

• Facilitate customer training sessions, webinars, and workshops.

• Stay updated on product changes, new features, and industry trends.

• Monitor data and implement proactive measures for risk mitigation.

• Conduct monthly customer checkpoints and quarterly business reviews.

• Utilize SFDC and Monday.com in daily operations.

• Drive new annual recurring revenue through expansion and upsell/cross-sell efforts while ensuring timely renewals.

⛳️ Requirements

• At least 5+ years of experience in a Customer Success, Sales, or Marketing role within the healthcare industry OR clinical experience in radiology, neuroscience, or cardiology, ideally in a SaaS or technology-driven sector.

• Demonstrated success in managing large, high-value customer accounts while driving customer success, retention, and growth.

• Outstanding relationship-building abilities with C-level executives, business leaders, and cross-functional teams.

• Strong problem-solving skills.

• Proficiency in customer success strategies, including onboarding, adoption, retention, customer expansion, upselling, cross-selling, and renewals.

• Familiarity with customer success tools such as Gainsight, Salesforce, Zendesk, or similar CRM/CSM software.

• Exceptional written and verbal communication and presentation skills.

• Capability to convey complex ideas in a simple and persuasive manner.

🏝️ Benefits

• Equity

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• Generous vacation policy

• Performance-based bonuses (for employees in Israel)

• Cibus meal allowance (for employees in Israel)

• Meals provided at the office (for employees in Israel)

• Flexible hybrid work model (for the Tel Aviv team)

• Remote-first work environment available across the U.S. and EU