Senior Customer Success Manager
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Key skills for this role
About the Role
Manage client relationships, drive outcomes, and expand accounts while being metrics-driven and accountable in a client-facing role.
Key Skills for This Role
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What You Ll Do
- Own the client relationship
- : build deep partnerships with C-suite, VPs, directors, and clinical leaders; run all client meetings, check-ins and QBRs.
- Lead outcomes
- : define success metrics, build adoption plans, and ensure our clients win
- Drive expansion
- : identify opportunities, ensure pilots are successful, demonstrate measurable ROI on the metrics our clients care about (e.g. hours saved, increased revenue, staff satisfaction).
- Playbook building:
- Build the playbook for how we consult and support our highest value accounts
- Be the voice of the client internally
- : translate real-world pain into roadmap priorities and ensure Sully ships what moves the needle for our clients
What You Must Bring
- 6+ years in client-facing roles serving C-suite / VPs / Directors, running high-stakes meetings and influencing outcomes.
- You operate like an owner and take extreme accountability.
- You re metrics-driven, prioritize relentlessly, and own results end-to-end.
- Willingness to travel up to 20% for in-person client meetings and industry conferences
First-Month Focus
- Master Sully s product, understand our client s clinical workflows, and build a point of view on what winning looks like for each strategic account.
- Establish executive cadence: stakeholder map, success metrics, meeting rhythm, and a success plan for each of your accounts
- Deliver at least one visible client win (adoption lift, workflow unlock, expansion path)
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