Customer Success Manager

Customer Success Manager

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QGenda is redefining healthcare workforce management everywhere care is delivered. We’re on a mission to empower the healthcare industry to better onboard, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 700 employees across the US, we are united in our vision and culture to make a difference for our customers while enjoying the day-to-day.

Within our Customer Experience (CX) organization, we are looking for customer‑focused individuals who want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda. We seek those with a thirst for knowledge, a natural curiosity to learn, and a desire to help customers solve their business objectives with technology.

As a Customer Success Manager (CSM) you are an integral part of the customer success team and will focus on driving customer adoption and expansion of QGenda products. Your primary objectives are to build lasting relationships with customers, to ensure customers maximize the value of QGenda by proactively tackling customer business problems, and to create value through driving feature/functionality utilization for the customer.

Ultimately, your impeccable service helps create customer retention and revenue expansion opportunities.

As a critical member of the Customer Success Team, you will strategically guide customers through their journey with QGenda utilizing a personal touch aided by technology, with the goal of increasing adoption, driving expansion, and ensuring customer retention.

• Oversee the client lifecycle and proactively drive adoption of QGenda to ensure ongoing customer satisfaction and retention.
• Work cross‑functionally with (Technical Account Managers) TAMs, Professional Services, and Support to ensure all customer requirements are correctly scoped and delivered.
• Build trust and strengthen long‑term relationships with key influencers and executive stakeholders across your portfolio of customers.
• Design and execute programs to expand and deepen QGenda adoption, usage, and value across your customers, including training, enablement, evangelism, and customer internal marketing initiatives.
• Share customer success stories across the company to inform our go‑to‑market strategies and partner with QGenda’s marketing team to tell these transformation stories publicly through customer case studies.
• Review incoming customer concerns and drive appropriate get‑well plans to improve all aspects of the customer’s QGenda experience.
• Monitor at‑risk customers, prioritizing outreach based on QGenda usage data and taking appropriate actions to manage escalations to an efficient resolution.
• Manage and achieve key business metrics including NPS, CSAT, churn, health, and adoption as well as appropriate revenue retention goals.
• Leverage partnerships with the sales organization during expansion opportunities to grow customer footprint.
• Prepare and deliver recurring customer “Business Reviews” with key customer contacts, assessing overall health of the relationship and business value realized from QGenda’s suite of solutions.

• Proven ability to interact across organizations to ensure outstanding service is delivered to customers.
• Create evangelists by listening to customers closely and delighting them with our user experience and service.
• Adept at moving quickly between low‑level execution and high‑level strategic thinking.
• Ability to independently organize own work, set priorities, and meet critical time deadlines.

• Bachelor’s degree required.
• 3+ years of pre‑sales customer/account management OR 2+ years of post‑sales customer relationship management.
• Ability to travel for customer meetings, conferences, and other industry events.

• Experience with Customer Success Platforms (e.g., Plan Hat) preferred.
• Success COACHING CCSM Level 1 and Level 2 certifications.
• Experience/exposure to the…