Senior Impact Manager, Customer Success
New
United StatesFull-TimeSenior
Salary115,000 - 120,000 USD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- Project ManagementAccount ManagementRelationship managementStakeholder managementCustomer Success
Requirements
- Bachelor’s degree in business, life sciences, or a related field (or equivalent experience).
- 7+ years of experience in customer success, account management, field sales, or relationship management roles.
- Prior experience leading or mentoring a team or function is required.
- Strong ability to conduct discovery, diagnose business challenges, and translate insights into actionable solutions.
- Proven success in managing complex, multi-stakeholder enterprise relationships.
- Strong business acumen with the ability to understand financial metrics, ROI, and healthcare industry dynamics.
- Excellent communication and facilitation skills, including presenting to executive-level audiences.
- Ability to influence without authority and drive consensus across diverse stakeholders.
- Willingness and ability to travel frequently for customer meetings (including overnight travel when needed).
- Valid driver’s license required.
Responsibilities
- Leading structured discovery sessions to understand customer needs, workflows, financial drivers, and organizational priorities.
- Diagnosing root causes of customer challenges and designing solutions that improve adoption, retention, and measurable outcomes.
- Building and maintaining multi-level relationships across hospital systems, including clinical, operational, and executive stakeholders.
- Facilitating executive business reviews that demonstrate ROI, progress, and long-term value realization.
- Guiding customers through decision-making processes, anticipating objections, and ensuring alignment across stakeholders.
- Supporting account growth by identifying expansion opportunities and ensuring successful product adoption.
- Collaborating with internal teams such as marketing, operations, finance, and sales to deliver a seamless customer experience.
- Tracking customer health, usage, and engagement to proactively mitigate risks and identify opportunities.
- Acting as a mentor and coach to other customer success team members, sharing best practices and supporting professional development.
- Promoting a culture of continuous learning, accountability, and consultative excellence within the team.
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