Senior Customer Success Manager – Healthcare

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

📋 Description

• Drive customer retention and growth throughout the entire lifecycle, from contract signing to renewal and expansion.

• Serve as a reliable point of contact and the primary representative for customers.

• Collaborate with clients to fully understand their business objectives.

• Create detailed Success Plans that include clear goals and tasks reviewed on a monthly basis.

• Reduce risks with proactive measures and implement Save Plans in coordination with account and leadership teams.

• Mobilize internal resources and take corrective actions to safeguard Annual Recurring Revenue (ARR) and minimize churn.

• Conduct business reviews and work with various departments on their design and execution.

• Advocate for customer product feature priorities and relay feedback internally.

• Partner with the product team to shape the product roadmap.

• Develop customer advocates who can serve as references and share success stories at events.

• Collaborate with internal teams to address and manage critical escalations effectively.

• Keep leadership updated and represent the customer perspective across support, marketing, sales, services, partners, and product strategy.

• Organize resources to address customer inquiries, concerns, and issues.

• Work alongside internal teams to meet customer commitments.

• Mentor, coach, train, and offer constructive feedback to team members.

• Influence team growth and quality through sharing knowledge and coaching on best practices.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• At least 2 years of experience as a Customer Success Manager.

• Experience in managing or being involved in projects.

• Knowledge of healthcare operations.

• Excellent oral and written communication skills.

• Capability to handle sensitive information with discretion and tact.

• Strong organizational, multitasking, and time management abilities.

• Ability to manage projects to completion with minimal supervision.

• Thrive in a fast-paced, deadline-oriented environment.

• Exceptional collaboration and interpersonal skills.

• Strong business and technology acumen.

• Proficient knowledge of Microsoft operating systems and products.

• Strong familiarity with company software technology.

• Proven ability to influence, motivate, and mobilize team members and business partners.

• Skilled in establishing rapport, building trust, and achieving consensus.

• Ability to convert goals into actionable implementation of new ideas and design solutions.

• Experience in developing and executing comprehensive Save Plans to protect ARR and reduce churn.

• Proven track record in building customer advocates and securing references.

• Experience in sharing success stories at events and industry forums.

• Contributed to team growth and quality through knowledge sharing and coaching on best practices.

• Proficient in Microsoft Windows, Microsoft Office, Gainsight, Claude, and Salesforce.

🏝️ Benefits

• Career development resources.

• Wellbeing programs.

• Innovation practices.

• Employee initiatives and giving campaigns.

• Inclusive workplace culture.