Senior Customer Success Manager
New
S
SurgimateEnterprise SaaS, Digital Health
USA - RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5-7 years
- Required Skills
- SalesforceCRM
Requirements
- 5-7 years of Customer Success, Account Management, or client-facing consulting experience
- Experience preferably within a B2B SaaS environment
- Proven experience managing complex accounts with multiple stakeholders
- Experience including engagement at the executive level
- Experience working with healthcare customers or within healthcare operations strongly preferred
- Demonstrated ability to drive measurable customer outcomes: retention, adoption, and expansion
- Exceptional written and verbal communication skills
- Strong problem-solving abilities with a proactive, solutions-oriented and consultative mindset
- Comfortable contributing to team-level initiatives, sharing best practices, and helping elevate others
- High level of comfort with technology and ability to quickly learn new systems and workflows
- Experience with CRM tools (Salesforce preferred)
Responsibilities
- Own customer outcomes for a portfolio of accounts, including our most complex and high-value clients
- Define success criteria with customers and regularly track progress against agreed goals
- Proactively identify gaps in adoption and create action plans to improve product utilization
- Build and maintain strong, trusted relationships with key stakeholders across client organizations
- Serve as the primary point of contact and strategic advisor for all assigned accounts
- Drive ongoing product adoption through regular check-ins, training sessions, webinars, and business reviews
- Monitor account health and engagement to identify risks and opportunities early
- Act as a senior voice of the customer internally, providing structured and actionable feedback to Product
- Help develop and refine CS processes, playbooks, and best practices as the team scales
- Mentor and support other CSMs, sharing best practices and elevating team performance
- Maintain accurate account data, notes, and activity tracking in CRM
- Travel on-site to meet with clients
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