Client Success Manager (Healthcare SaaS)
Client Success Manager (Healthcare SaaS)
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1 Vacancy
Job Description
As a Client Success Manager (CSM) at our company you will manage a portfolio of 5-10 clients with a combined annual contract value of $2-3 million. Your primary responsibility will be ensuring that our clients maximize the value of our platform leading to retention growth and customer satisfaction. You will act as a product expert and strategic partner helping clients achieve their business objectives through the effective use of our solutions.
Key Responsibilities
Client Engagement & Advocacy: Develop and maintain strong long-term relationships with clients. Act as their advocate within the organization and ensure alignment between client goals and platform capabilities.
Platform Adoption & Utilization: Monitor and drive platform adoption and usage. Identify usage gaps and opportunities for improvement providing tailored solutions and best practices to maximize value.
Strategic Consulting: Understand each clients business challenges and objectives mapping these to our platforms solutions. Partner with Sales to identify growth opportunities upselling new features or expansions.
Proactive Communication: Conduct regular check-ins with clients (weekly/monthly) to provide updates on platform usage new features and relevant business insights. Offer proactive suggestions for self-servicing.
Issue Resolution: Collaborate with internal teams (Support Product Engineering) to address any customer issues ensuring swift and efficient resolution.
Customer Training: Act as a product expert ensuring clients are fully trained on the platforms features and capabilities. Host workshops and training sessions as needed.
Reporting & Insights: Provide clients with regular reports on platform usage and impact highlighting key performance indicators (KPIs) and return on investment (ROI).
Qualifications :
The requirements listed below are representative of the knowledge skill and/or ability required by an individual to meet the qualifications for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Qualifications
- Bachelors degree in business Healthcare Informatics or other relevant fields.
- 3 years in a Customer Success or Account Management role in an Enterprise B2B SaaS environment managing accounts with a book of business of $3M.
Key Skills
- Customer Growth: Proven track record of driving customer success retention and growth in high-value accounts.
- Healthcare Expertise: Strong understanding of healthcare industry challenges and regulatory requirements (HIPAA FDA).
- Relationship Builder: Excellent communication and relationship-building skills.
- Strategic Problem-Solver: Strong problem-solving and strategic thinking abilities.
- Cross-Functional Collaboration: Ability to work cross-functionally and collaborate with sales product and support teams.
Performance Metrics
- Net revenue retention (NRR) and gross retention (GRR) rates
- Platform usage/adoption levels across your portfolio
- Identification & qualification of upsell and cross-sell opportunities
Additional Information :
- This is a hybrid role in our Indianapolis office 2 days a week.
- For local team members occasional on-site working (Indianapolis north side) may be expected for in-person activities.
- For remote team members traveling to Indianapolis may be required approximately 1-2x per year based on business needs.
- Minimal overnight travel is expected for client meetings approximately 1-4x per year based on business needs.
- Candidates must reside in the USA and be authorized to legally work in the USAwithoutrequiring employment visa sponsorship now or in the future.
- All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
