Senior Client Success Manager

Indianapolis, IN - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

As a Senior Client Success Manager (CSM) at our company you will manage a portfolio of 2-3 clients with a combined annual contract value of $6 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).
Risk Identification & Mitigation: Proactive and regular monitoring of platform insights and performance metrics for early detection and preventative care.

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.
7 years in a Customer Success or Account Management role managing accounts with a book of business of $5M.
3 years experience in Enterprise B2B SaaS

Key Skills

Customer Retention: 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 :

Yes

Employment Type :

Full-time

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).
Risk Identification & Mitigation: Proactive and regular monitoring of platform insights and performance metrics for early detection and preventative care.

Qualifications :

Bachelors degree in business Healthcare Informatics or other relevant fields.
7 years in a Customer Success or Account Management role managing accounts with a book of business of $5M.
3 years experience in Enterprise B2B SaaS

Key Skills

Customer Retention: 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 :

Yes

Employment Type :

Full-time

Key Skills

Customer Service
Client Expectations
Client Requirements
Client Support
Action Plans
Issue Resolution
Account Management
Client Relationships
Service Delivery
Client Service
Client Satisfaction
Client Management
Procedures
Service Level Agreements
New Clients

Apply Now

About Company

Authenticx

About Authenticx Authenticx is the new standard for listening at scale in healthcare. Our AI-powered platform surfaces strategic insights from real customer conversations—unlocking a rich source of data that helps healthcare organizations improve outcomes, experiences, and efficiencie ... View more

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