Design and deliver structured onboarding programs, training sessions, and self-service resources for new and existing customers.
Serve as the primary liaison for key accounts, resolving inquiries promptly and providing strategic guidance to help clients achieve their goals.
Build strong relationships through regular check-ins, business reviews, and proactive account management.
Identify upsell and cross-sell opportunities in collaboration with Sales to drive renewals and revenue growth.
Mentor and develop the Customer Success team, supporting hiring, onboarding, and professional growth.
Analyze feedback, usage data, and customer insights to recommend product and operational improvements.
Define and track KPIs, review staffing and resource needs, and present performance metrics to senior leadership.
Requirements
Bachelor’s degree in Business, Healthcare Administration, or related field; advanced degrees preferred.
10+ years of experience in Customer Success, Account Management, or Client Services, with proven leadership experience.
Strong interpersonal and communication skills, with the ability to build trust and influence at all organizational levels.
Customer-centric mindset with a passion for delivering value and exceptional experiences.
Analytical mindset with proficiency in data-driven decision-making, reporting, and metrics management.
Strategic thinker with strong problem-solving abilities and adaptability in a fast-paced, evolving environment.
Experience with CRM and Customer Success platforms such as Salesforce, HubSpot, or Gainsight.
Additional Instructions
Design and deliver structured onboarding programs, training sessions, and self-service resources for new and existing customers.
Serve as the primary liaison for key accounts, resolving inquiries promptly and providing strategic guidance to help clients achieve their goals.
Build strong relationships through regular check-ins, business reviews, and proactive account management.
Identify upsell and cross-sell opportunities in collaboration with Sales to drive renewals and revenue growth.
Mentor and develop the Customer Success team, supporting hiring, onboarding, and professional growth.
Analyze feedback, usage data, and customer insights to recommend product and operational improvements.
Define and track KPIs, review staffing and resource needs, and present performance metrics to senior leadership.
Perks and Benefits
Competitive salary: $134,000 – $166,571 annually, commensurate with experience
Hybrid work schedule with remote flexibility
Medical, dental, and vision insurance
Employer-paid life, AD&D, and short-term disability coverage
Traditional and Roth 401(k) plans with employer match
Paid time off, 14 holidays, and 4 floating holidays
Paid medical, family, and parental leave
Commuting benefits and professional development funds
