Customer Success Manager
Job in
Bozeman, Gallatin County, Montana, 59772, USA
Listed on 2026-06-30
Listing for:
HART, INC.
Full Time
position Listed on 2026-06-30
Job specializations:
-
Sales
Customer Success Mgr./ CSM, Client Relationship Manager, Account Manager
Job Description & How to Apply Below
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
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