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Customer Success Manager

Posted 4 months agoViewed

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💎 Seniority level: Manager, 2+ years of customer-facing experience, 1+ years in Customer Success or Account Management role

📍 Location: Continental United States

🔍 Industry: Healthcare information technology

⏳ Experience: 2+ years of customer-facing experience, 1+ years in Customer Success or Account Management role

🪄 Skills: LeadershipData AnalysisProduct ManagementCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaborationRelationship buildingAccount ManagementCustomer Success

Requirements:
  • Bachelor’s degree or equivalent work experience.
  • 2+ years of customer-facing experience (Extra consideration for experience in a high-growth B2B SaaS company).
  • 1+ years of experience in Customer Success or Account Management role.
Responsibilities:
  • Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes.
  • Conduct regular business reviews with our hospital customer’s Executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return on their investment in Bluesight solutions.
  • Present Executive Business Reviews (EBRs).
  • Proactively analyze gaps between current state and optimal state, and effectively communicate recommendations that drive value.
  • Track and report key metrics for customer accounts.
  • Be knowledgeable in Bluesight’s entire suite of solutions/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests.
  • Influence future customer lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall account health scores.
  • Vary service approach based on customer segmentation and delivery playbooks.
  • Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives.
  • Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues.
  • Acquire and maintain customer references.
  • Monitor and respond to NPS survey feedback and Customer Health scores.
  • Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk.
  • Achieve annual renewal and growth targets in partnership with Renewals Specialist.
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