Customer Success Manager

Posted 5 months agoViewed

💎 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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