Customer Success Manager

Bachelor's degree in Business, Healthcare Administration, Supply Chain, Information Systems, or related field (or equivalent experience). 2–4 years of experience in customer success, account management, or a SaaS client-facing role. Exposure to healthcare, supply chain, or ERP workflows. Excellent communication, relationship-building, and organizational skills. Strong problem-solving ability and comfort working cross-functionally. Preferred: Experience with SaaS platforms in healthcare or supply chain. Preferred: Familiarity with ERP systems or healthcare data standards. Preferred: Experience managing mid-market or enterprise accounts. Preferred: Project Management or Agile certifications.

Act as the day-to-day point of contact for assigned healthcare accounts. Build relationships with operational and managerial stakeholders. Lead quarterly business reviews (QBRs). Conduct regular check-ins, health reviews, and success planning discussions. Partner with customers to define success goals and measure progress. Monitor usage data, performance metrics, and health scores. Identify risks such as low adoption or dissatisfaction and collaborate on remediation. Capture and share customer best practices. Collaborate with Implementation, Support, and Product teams. Provide structured feedback to Product and Engineering. Identify and align expansion opportunities with customer goals. Cultivate customer advocates. Drive long-term client engagement by reinforcing value.