Senior Customer Success Manager – Digital Health

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

📋 Description

• Establish and nurture relationships with mid-market and enterprise accounts, engaging with everyone from clinicians to C-level executives and key decision-makers post-agreement.

• Collaborate with clients and various external and internal stakeholders to ensure effective implementation and showcase the value of the product.

• Serve as the representative voice of clients and the primary point of contact for all client-related needs.

• Manage client communications and oversee account operations.

• Organize, lead, and facilitate both in-person and virtual meetings with users, clients, and decision-makers to enhance engagement and identify product opportunities.

• Monitor, track, and manage client accounts using specific KPIs on the HubSpot CRM system, along with client KPIs such as usage and engagement metrics.

• Participate in product development cycles, roadmap planning, and execution.

• Collaborate closely with Product, R&D, and Medical teams.

• Drive success at a strategic level within accounts and implement a comprehensive strategy to achieve customer acceptance throughout the organization.

⛳️ Requirements

• 8-10 years of proven experience in account/success management, specifically targeting larger healthcare organizations such as health systems, IDN/ACO, or MSO networks.

• Must have experience in deploying population health solutions within value-based care provider organizations.

• Proven project management experience, including overseeing the customer onboarding process and managing all client activities from Close-Won to Go-Live and demonstrating product value.

• Track record of managing customer renewal processes with a high retention rate.

• Ability to operate independently as well as collaborate effectively within a team in a dynamic environment.

• Excellent communication and storytelling abilities.

• This position requires 50% travel based on business needs.

• Experience in Value Based Care is essential.

• A technical background is a plus.

• Experience in sales is an advantage.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Generous paid time off and holiday policy.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements to promote work-life balance.