Senior Customer Success Manager

  • Location: Austin, Texas
  • Type: Direct Hire
  • Job #944

Our partner in Austin, TX is looking for a Senior Customer Success Manager to join their team! You’ll work on an integral team that is working to fulfill the company mission. In this role, you’ll work to help build lasting relationships with customers and help them maximize their goals. The ideal candidate is outgoing and looking for a team-focused culture, so if this sounds right up your alley, apply today!

What you’ll do

  • Build lasting relationships with a portfolio of strategic enterprise customers working with them to further their impact and our partnership
  • Project manage customer implementation by working closely with other internal teams, such as analytics, marketing, and product management
  • Drive usage throughout customer organizations including the adoption of product features and mobilization of key stakeholder groups to maximize the customer’s goals
  • Advocate for the ongoing needs and goals of the customer internally – gathering feedback from customers and understanding both how to meet them where they are and how to help get them where they want to go
  • Drive recurring revenue by demonstrating sustainable value for customers and fostering long-term relationships across renewal cycles
  • Identify opportunities for customer expansion and revenue growth within assigned portfolio
  • Mentor other CSMs as a senior subject matter expert, providing support on strategic customer challenges and opportunities
  • Collaborate with other CSMs and the CS Director to build a thriving department and foster the overall success
  • Proactively engage clients to drive product adoption
  • Develop & maintain relationships with key customer champions
  • Manage client and project communications
  • Create and track customer metrics
  • Take ownership of business and technical issues
  • Propose and execute on strategic opportunities
  • Manage escalations and expectations for both the client and internal personnel
  • Onboard new customers
  • Work with customer and product team to project manage product implementation and drive adoption
  • Take ownership of the entire onboarding process for each client
  • Facilitate a smooth transition from sales to service
  • Work with each new customer in portfolio to develop a customer implementation and rollout plan across their entire organization
  • Create and manage the scope and timeline of rollout, alongside customer expectations
  • Train customer’s staff and relevant partners on how to use suite of tools
  • Create and share materials to support internal and external marketing
  • Advocate for the customer, champion their success, drive renewals and expansions
  • Drive usage throughout customer organizations
  • Identify value for the customer organization, including monthly, quarterly, and/or annual documentation of progress and next steps
  • Advocating for the ongoing needs and goals of the customer internally
  • Think creatively about new ways to drive value for customers and the people they serve
  • Help create systems that build work for the long term
  • Document processes with customers for collaboration across the organization

What you’ll bring

  • BS/BA degree or equivalent
  • 5+ years’ experience in account management, customer success, project management, with a significant experience managing large enterprise accounts for healthcare organizations
  • Experience with technology and able to learn new technologies quickly; familiar with SaaS application support requirements
  • Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
  • Experience with healthcare technology implementation is a plus, including Epic, Cerner, Athenahealth and others
  • Interest in social determinants, organizational innovation, social enterprise, healthcare, community organizations, governmental groups
  • Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
  • Customer-focused, enthusiastic, positive and service-oriented
  • Ability to work with minimal direction to achieve goals
  • Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
  • Ability to travel to customer locations
  • Authorization to work in the United States without sponsorship

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