Customer Success Manager, Ecosystem

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Requirements:

• Minimum 5 years experience in strategic, healthcare customer-facing role
• Strong focus on learning and understanding the goals and strategies of our customers
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Entrepreneurial, self-sufficient, and self-driven approach
• Comfortable making decisions under uncertainty
• Thorough with attention to detail and a bias towards action
• Strong empathy for customers and passion to achieve revenue expansion & growth
• Analytical and process-oriented mindset
• Strong understanding of value drivers in recurring revenue business models
• Robust project management and client management skills
• Enthusiastic and creative with the ability to inspire others
• Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
• Passionate about building a business that transforms the healthcare industry
• Experience with sales and post-sales (ideal, but not required)

Responsibilities:

• Drive Customer Success outcomes by owning, managing and growing our accounts
• Develop executive-level understanding of RWD industry and accounts through consultative thought partnership and strategic business reviews
• In partnership with sales, support and identify growth opportunities across your portfolio
• Maintain and improve high customer renewal rates and reduce churn across a portfolio of clients
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Work closely and cross-functionally with Sales, Technical Solutions, Product, Data Science, Engineering and Marketing to develop programs and solutions that establish, expand, and deepen customer relationships
• Innovate new ideas to drive productivity, scalability, and discovery of best practices as we 10x the number of customers in the next few years
• Help create a company-wide culture of customer-centricity