Senior Customer Success Manager

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• Customer Service & Contact Center Operations
• Travel Required:
  
  0%-10%
• 30-Nov-2026

The Senior Customer Success Manager (CSM) serves as a strategic partner to customers, ensuring they achieve meaningful outcomes and long-term value from HID Healthcare RTLS solutions. This role owns post-implementation customer engagement through proactive communication, performance assessments (including Quarterly Business Reviews), and actionable recommendations grounded in operational and clinical insights. Working closely with Customer Success leadership, Sales, Product, Professional Services, and Support, the CSM drives adoption, mitigates churn risk, resolves escalations, and supports continuous improvement of process and product based on customer feedback.

This role is quota-carrying and is accountable for identifying, influencing, and supporting the sale of new products, services, and expansions within assigned accounts.

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

IDT is creating trusted identities for IoT applications through Smart Components and Enabling Services.

HID’s Identification Technologies powers the trusted identities of the world’s people, places and things through smart components and cloud services. We make it possible for people and organizations to transact safely, work productively, and travel freely. Our contactless identification and sensing (RFID, NFC, and BLE) components and solution enabling technologies address the dynamic requirements across multiple industries to wirelessly connect, identify, collect and manage data quickly and accurately across virtually any IoT application.

• Acting as the primary post-implementation account manager for assigned customers, ensuring a consistent and high-quality customer experience that drives retention, loyalty, and growth.
• Achieving assigned revenue quotas by managing SaaS/ARR performance and identifying upsell, cross-sell, and expansion opportunities in partnership with Sales when appropriate.
• Supporting renewals and expansion opportunities by providing insights and data that drive value realization and strengthen long-term partnerships.
• Using CRM tools effectively to manage a portfolio of customers with diverse operational and technical requirements.
• Creating and maintaining Customer Success Plans that drive adoption, measurable outcomes, and alignment with HID's value framework.
• Monitoring customer health and satisfaction, proactively identifying risks, and coordinating internal resources to ensure rapid issue resolution and effective escalation management.
• Driving customer advocacy by preparing customers for NPS participation through proactive engagement, clear expectation-setting, and issue mitigation, while partnering cross-functionally to improve NPS outcomes.
• Delivering expert guidance on product usage, best practices, and workflow optimization aligned with customer goals and healthcare RTLS use cases.
• Analyzing customer usage, trends, and feedback to recommend enhancements that improve outcomes, ROI, and customer retention.
• Representing the voice of the customer internally by providing meaningful feedback to inform product and process improvements and contributing to tools, documentation, and processes that advance the Customer Success function.

• High school diploma or GED required. Equivalent education plus relevant work experience may be considered.
• 4 to 7 years of experience in a customer-facing role such as Customer Success, Account Management, Implementation/Onboarding, Professional Services, or Sales.
• Strong communication and stakeholder management skills, including the ability to influence operational and executive audiences.
• Analytical and data-driven mindset; able to interpret adoption/usage trends and convert insights into actionable recommendations.
• Highly organized; able to prioritize and…