Senior Customer Success Manager

Summary

As a Senior Customer Success Manager at HealthMetrics, you will lead the strategic vision for customer success initiatives. You will manage a portfolio of key accounts, oversee a team of Customer Success Managers, and contribute to shaping the overall customer success strategy. The ideal candidate has extensive experience in customer success, exceptional leadership skills, and a proven track record of driving customer success at a senior level.

Responsibilities

Strategic Customer Management:

• Lead the strategic planning for customer success initiatives, aligning with the company's business objectives.
• Oversee the success of key customer accounts, ensuring their long-term satisfaction and loyalty.

Complex Account Management:

• Handle complex customer accounts, including larger and more strategic clients.
• Collaborate with customers to understand their business goals and align product/service offerings to meet those objectives.

Contributions to Strategy:

• Contribute to the development and refinement of the organization's customer success strategies and best practices.
• Provide insights and recommendations to enhance the overall customer experience.

Feedback and Improvement:

• Gather and analyze customer feedback to identify areas for improvement in products/services and customer support.
• Work closely with cross-functional teams to implement enhancements.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• Proven experience in a senior-level Customer Success role.
• Strong leadership and team management skills.
• Exceptional communication and strategic thinking abilities.
• Familiarity with CRM software and customer success tools.
• Ability to drive strategic customer success initiatives.