Customer Success Manager

Hart CSM Position Overview

As a Customer Success Manager, you serve as the "Guardian" of our client relationships. You are the trusted go-to person responsible for ensuring long-term loyalty, safeguarding the client's return on investment, and fostering a "fan base" of healthcare IT leaders. You will manage a portfolio of complex, high-revenue strategic accounts, guiding them from post-implementation through the life of their relationship with Hart.

In this role you will:

• Serve as the permanent, trusted advocate for assigned accounts, managing all touch-points, executive communication, and relationship health.
• Execute customized touch-point plans (including bi-weekly calls and site visits) based on account tier (Premier, Growth, or Core).
• Proactively identify and document upsell opportunities, version upgrades, and expansion needs within the Salesforce CRM to support Hart's revenue goals.
• Partner with the Sales team to ensure a seamless transition from "Go-Live" to long-term guardianship and assist with SOW development and reference call scheduling.
• Lead client participation in value-add activities like The Hart Cove, User Group Round tables, and on-site Lunch & Learns.
• Maintain account status via dashboards and/or scorecards to monitor health, sentiment, and risk factors.

Key Performance Indicators (KPIs)

• Referenceability: 25% of our customer base is referenceable
• Client Retention: Maintain a 95% client retention rate.
• Net Promoter Score (NPS): Achieve a 20+ rating.
• Revenue Support: Successfully secure annual renewals and identify upsell opportunities.
• Strategic Partnerships: Conduct on-site visits every six months for Premier accounts to solidify executive ties and ensure harmony with their long-term objectives.

Requirements

• 5+ years of relevant experience including Customer Success or related roles, including ownership of complex or enterprise customers.
• Capacity to understand EHR migration, data streaming platforms, and interoperability.
• Strong relationship builder who is able to connect and build trust with a diverse set of internal and external stakeholders
• Track record of providing consultative and proactive support to customers
• Consistently meet or exceed internal performance metrics
• Understanding of how healthcare systems operate, including the challenges of navigating large, matrixed organizations
• Empathetic, positive attitude with a desire to help our customers reach their business goals
• Ability to quickly grasp and succinctly explain technological and business concepts
• Demonstrates comfort with cross-functional collaboration with business and technical stakeholders
• Ability to manage a portfolio ratio of approximately 20–25 clients.
• This role will require 25% travel within the US