Senior Customer Success Manager
New
G
GLOBOHealthcare language access
Remote Worker - USAFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience in post-sales customer success or account management, including at least 3 years managing enterprise or health system accounts.
- Required Skills
- Project ManagementCustomer SuccessHubSpotAccount ManagementCRM
Requirements
- Bachelor’s degree or equivalent.
- 8+ years of experience in post-sales customer success or account management.
- At least 3 years managing enterprise or health system accounts.
- Demonstrated experience navigating complex contract negotiations.
- Experience managing customer lifecycles within a CRM; HubSpot preferred.
- Proficiency in remote collaboration tools.
- Strong verbal and written communication skills.
- Strong time management and project management skills.
- Ability to manage multiple initiatives and prioritize needs.
- Possess a valid driver’s license and clean driving record, with ability to manage independent transportation to client sites and regional travel hubs.
- Willingness to travel 30–50% domestically for client visits and industry events.
- Preferred: understanding of the language access industry, regulatory requirements, and common workflows.
- Preferred: experience at a high-growth company in a decentralized environment.
- Preferred: experience with Google Docs and Apple/Mac operating systems.
Responsibilities
- Build multi-threaded relationships across customer organizations, including language access, clinical operations, IT, and patient experience.
- Advise customers on workflow optimization, service configuration, and adoption of new modalities.
- Identify and close expansion opportunities, including integrations and enterprise-wide rollouts.
- Own renewals end-to-end, including commercial negotiations and multi-year commitments.
- Develop measurable account plans tied to customers’ clinical, operational, and financial objectives.
- Define, track, and report customer-specific KPIs and lead business reviews and strategic planning sessions.
- Monitor customer health and utilization signals, identify risks, and drive targeted interventions.
- Maintain HubSpot CRM records and lead prescriptive interventions to support satisfaction and retention.
- Advocate for customer priorities and partner with cross-functional teams to resolve challenges.
- Develop team resources and playbooks, participate in prospect and RFP conversations, and mentor CSM team members.
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