Customer Success Manager

Job Description

This position will help clients achieve measurable business outcomes. Day-to-day activities include meeting with clients to understand their business objectives, analyzing account health and product usage for areas of opportunity, and proactively engaging with key stakeholders to ensure objectives are met. You’ll be responsible for managing the customer journey post-implementation.

Successful candidates will be subject to a criminal background check.

• Drives retention and growth among our most valuable and targeted customers by understanding their business needs and helping them succeed.
• Maintains a cadence of communicating with customers about their adoption trends, product experience, and mining opportunities for deeper engagement.
• Assesses customer needs and designs a focused plan to reach their business goals.
• Marshalls resources across the organization as needed to support customer needs.
• Represents the voice of the customer to inform our sales process, product roadmap, and implementations.
• Conducts workflow and optimization evaluation and training.
• Offers product solutions to pain points.
• Ongoing focus on client retention and satisfaction

• Experience working with large enterprise customers.
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Secure knowledge of products and industry
• Ability to form and maintain strong client relationships.
• Superior organization and presentation skills
• Excellent verbal and written and verbal communication.
• Consultative communication and executive presence
• Strategic planning and stakeholder management
• Data analysis and translating insights into action
• Problem solving and critical thinking
• Project and program management
• Presentation, facilitation, and storytelling
• Process improvement and operational excellence
• Healthcare industry and/or SaaS experience

• 2+ years of experience in Customer Success, Relationship Management, Account Management, or a similar client-facing role
• CPCS or CPMSM certification preferred
• Experience in healthcare credentialing, privileging, and/or provider enrollment preferred
• Knowledge of medical staff services and healthcare provider workflows preferred