Customer Success Manager

📋 Description

• • Manage a portfolio of 20–30 SMB and mid-market healthcare customer accounts, each with 30–250 users, building multi-stakeholder relationships across clinical and operational teams.
• • Develop and execute customized customer success plans aligned with each customer’s business objectives, mapping goals to metrics and milestones with clear ownership and action items.
• • Conduct high-quality Quarterly Business Reviews (QBRs) and value reviews that quantify outcomes, surface risks, and drive alignment with key customer stakeholders.
• • Lead end-to-end pilot programs for SMB and mid-market deployments, defining scope, timeline, success criteria, training waves, and debriefs using standardized playbooks while adapting to customer context.
• • Interpret usage data, workflow adherence, and risk indicators to prioritize actions across the portfolio and translate raw signals into clear narratives for QBRs and executive conversations.
• • Drive customer adoption by guiding organizations through workflow changes, product updates, and organizational transitions using structured reinforcement methods including training, competency checks, and coaching.
• • Proactively manage renewal processes by building compelling value narratives backed by outcome data and ensuring timely, data-driven retention decisions.
• • Identify and pursue expansion opportunities by developing hypotheses supported by usage depth, stakeholder pull, and business outcomes, and collaborate with Sales to co-create customer-centric expansion plans.
• • Facilitate seamless handoffs between Sales, Implementation, Adoption, and Renewal teams, advocating for customer needs with clarity, evidence, and prioritization.
• • Work closely with Customer Success Associates supporting your accounts, providing direction, feedback, and mentorship to ensure consistent execution.
• • Maintain detailed customer profiles and ensure every account has a next action, forecast, and clear owner to prevent stagnation.
• • Influence senior stakeholders by distilling clinical and operational complexity into simple decision frameworks and anticipating misalignment through behavioral signals and usage patterns.
• • Reset or recalibrate adoption expectations proactively without escalation when customer momentum stalls.
• • Contribute to internal knowledge sharing by improving playbooks, processes, and templates based on real-world customer experiences.
• • Deliver portfolio-level insights to Product and GTM teams that inform product development and go-to-market strategy.
• • Ensure consistent, high-quality execution across all customer interactions while maintaining scalability through standardized tools and adaptable frameworks.