Senior Customer Success Manager - Healthcare

The Senior Customer Success Manager helps new and existing customers derive the most value from the company's products and services. This position owns the customer journey post-implementation, which includes maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and creating customer growth opportunities. The Senior Customer Success Manager serves as a primary point of contact representing the customer. Here's What You'll Do

• Drive retention and growth by acting as a trusted point of contact throughout the customer lifecycle from contract signature through renewal and expansion; collaborate and consult with customers to understand business objectives; design comprehensive Success Plans with clear objectives and tasks reviewed on a monthly basis
• Focus on risk mitigation through early intervention; develop and execute comprehensive Save Plans in partnership with the account and leadership team; rally relevant internal resources and take prompt corrective actions to protect ARR and mitigate churn; deliver business reviews and collaborate with other departments for their design and delivery
• Serve as an internal advocate for customers' product feature priorities and feedback; align with the product team to drive the product roadmap; build customer advocates who will speak on behalf of the company as references and share success stories at events
• Partner with internal teams to avert and manage critical escalations; rally internal resources, keep the leadership team informed, and represent the voice of the customer as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy
• Drive a positive customer experience by coordinating resources to address customer questions, concerns, or issues to ensure resolution; demonstrate commitment by working with internal teams to fulfill promises made and ensure others do the same
• Mentor, coach, train, and provide feedback to other team members; operate as a strong influencer within the team and contribute significantly to overall team growth and quality through knowledge sharing and coaching on current best practices
• Technology Tools

• Microsoft Windows
• Microsoft Office
• Gainsight
• Claude
• Salesforce
• Role Essentials

• Bachelor's degree or equivalent experience; minimum 2 years of experience as a Customer Success Manager; experience managing or participating in projects
• Healthcare operations knowledge
• Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact; strong ability to handle sensitive information with discretion and tact
• Strong organizational, multi-tasking, and time management skills; self-motivated with the ability to manage projects to completion with minimal oversight; able to thrive in a fast-paced, deadline-driven environment
• Strong collaboration skills applied successfully within a team as well as across other areas; strong interpersonal skills; able to maintain solid rapport with team members while maintaining professionalism with those outside of the department
• Strong business and technology acumen; strong knowledge of Microsoft Operating systems and products; strong company software technology knowledge
• What We'd Like to See

• Demonstrated ability to influence, motivate, and mobilize team members and business partners; strong ability to establish rapport and gain the trust of others; effective at gaining consensus
• Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions
• Experience developing and executing comprehensive Save Plans in partnership with account and leadership teams to protect ARR and mitigate churn
• Proven experience building customer advocates and references; experience sharing success stories at events and industry forums
• Demonstrated experience as a strong influencer with a proven ability to contribute to team growth and quality through knowledge sharing and coaching on current best practices