Customer Success Team Manager

• Hire, train, mentor, and coach Customer Success Managers
• Set performance expectations, conduct performance reviews, and provide constructive feedback
• Foster a positive and collaborative team environment
• Manage team workload and resource allocation
• Develop and implement customer success strategies for product adoption, retention, and growth
• Monitor customer health metrics and identify improvement areas
• Collaborate with product, sales, and engineering teams on customer needs and feedback
• Advocate for customers within the organization
• Ensure CSMs effectively manage accounts and build customer relationships
• Escalate and resolve complex customer issues
• Identify and address potential churn risks
• Track and analyze churn rate, NPS, CSAT, and product usage
• Prepare customer success performance reports for leadership
• Identify trends and insights to inform strategies
• Implement process improvements to enhance customer experience and CSM efficiency
• Stay current on customer success best practices and trends
• Lead and mentor the team in customer renewals, expansions, and upselling
• Analyze usage patterns and feedback to identify growth opportunities
• Engage clients to drive renewals and upsells, track performance goals, and adjust strategies

• Experience in the healthcare industry, with understanding of clinical practices, patient care protocols, and regulatory standards
• 5+ years of experience in customer success, ideally in a SaaS environment
• Experience leading and managing a team of customer success professionals
• Strong understanding of customer success principles and best practices
• Excellent communication, interpersonal, and presentation skills
• Ability to build strong relationships with customers and internal stakeholders
• Strong analytical and problem-solving skills
• Proficiency in CRM systems such as Salesforce or Hub Spot
• Experience with customer success platforms such as Churn Zero, Gainsight, Service Now, or Zendesk is a plus
• Must currently have the right to work in the United States
• Proof of COVID-19 vaccination required, except where a legally recognized medical or religious exemption may be accommodated
• Availability to occasionally work outside standard business hours to support international customers or team collaboration

Demonstrates expertise in customer success management, including team leadership, customer relationship building, and strategic implementation of customer success initiatives. Proficient in analyzing customer health metrics and driving product adoption and retention in the healthcare industry.

• Customer Success Management
• Team Leadership
• CRM Proficiency
• Analytical Skills
• Healthcare Industry Experience

• Customer Success Strategies
• Performance Metrics Analysis
• Churn Rate Tracking
• NPS Analysis
• CSAT Measurement

• Communication Skills
• Interpersonal Skills
• Problem-Solving Skills
• Mentoring Skills
• Collaboration Skills

• COVID-19 Vaccination Proof

• Healthcare Industry
• Clinical Practices
• Patient Care Protocols
• Regulatory Standards
• Customer Success Best Practices

• Salesforce
• Hub Spot
• Churn Zero
• Gainsight
• Service Now
• Zendesk