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Customer Success Manager
Bluesight
Remote, USA
Full-time
Mid · 3+ years experience
Remote
USD 75000-85000 yearly / year
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- Develop Healthcare Executive Relationships and present Executive Business Reviews (EBRs)
- Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes
- Conduct regular business reviews with healthcare executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return
- Proactively analyze gaps between current state and optimal state and effectively communicate recommendations that lead to value
- Track and report on key metrics for customer
- Be knowledgeable in the entire product suite/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests.
- Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall health scores.
- Vary service approach based on customer segmentation and delivery playbooks
- Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives
- Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues
- Acquire and maintain customer references
- Monitor and respond to NPS survey feedback and Customer Health scores
- Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk
- Achieve annual renewal targets in partnership with Renewals Specialist
- Facilitate new growth opportunities and achieve annual growth targets
- Bachelor’s degree or equivalent work experience
- 3+ years of Customer Success, Account Management, or similar customer-facing role within a high-growth SaaS company
- 3+ years of B2B Healthcare company experience in Account Management or Customer Success preferred
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