Senior Analyst Customer Success

Senior Customer Success Manager North America

US Remote

RLDatix is on a mission to transform care delivery worldwide ensuring every patient receives the safest highest-quality care. Through our innovative Healthcare Operations Platform were connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

Job Description

RLDatix (RLD) is on a mission to help raise the standard of careeverywhere. Trusted by over 10000 healthcare organizations around the world our connected healthcare operations platform combines software and services to give organizations critical insights across risk safety compliance provider lifecycle and workforce management helping leaders make better decisions in real time.

Joining TeamRLD means being part of a global effort of over 2000 team members in making a difference in healthcareevery day. Were searching for a Senior Customer Success Manager to join our North America Customer Success team responsible for day-to-day customer success activities for RLDatix customers across the region working with both cohort-based and enterprise customers. The Senior Customer Success Manager will help customers get maximum value from RLDatix solutions and support our mission of safer more efficient care delivery.

How Youll Spend Your Time

• Creating and managing Customer Success Plans aligned to the correct customer tier and treatment model and working closely with Sales Customer Support Product and Services to ensure seamless customer experiences from onboarding through renewal.

• Building and maintaining long-term trusted relationships with customers and handling sensitive or challenging situations professionally to turn them into positive outcomes.

• Proactively communicating product releases upgrades and migration roadmaps tailoring messaging to each customers mission and goals to drive adoption through usage data best practices and thought leadership engagement.

• Developing data-driven Customer Success Plans measuring and analyzing CSAT by solution to identify trends and corrective actions and setting up virtual user groups and cohort sessions to enable customer knowledge sharing.

• Ensuring a smooth renewal process by monitoring client health satisfaction sentiment and escalations and partnering closely with Customer Success Renewals Specialists and Sales to manage subscription usage proactively.

• Mentoring and coaching less experienced CSMs contributing to a culture of excellence and continuous improvement across the team.

What Kind of Things Were Most Interested in You Having

• 35 years of experience in Customer Success account management or SaaS leadership with exposure to enterprise and midmarket segments and a solid understanding of down-market success strategies.

• Demonstrated success in driving customer engagement optimizing product usage and improving satisfaction sentiment and/or NPS.

• Experience supporting customers through organizational and operational change including product adoption and migration from legacy platforms with strong stakeholder management and the ability to align success initiatives to customer strategic goals.

• Proficiency with Customer Success platforms CRM systems and analytics tools; comfortable with Excel PowerPoint and Word; experience or interest in AI is a plus.

• A dynamic forward-thinking approach thriving on customer engagement building strong relationships supporting scalable success programs and championing customer advocacy.

RLDatix offers a competitive compensation package and comprehensive benefits including health dental vision life disability coverage a generous retirement savings plan paid time off and paid holidays. RLDatix is an equal opportunity employer. Employment decisions are made without regard to race color religion age gender national origin disability handicap marital status or any other status protected by Federal and/or State laws.

As part of RLDatixs commitment to the inclusion of all qualified individuals we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step please dont hesitate to send a note to .

Salary offers are based on a wide range of factors including location relevant skills training experience education and where applicable licensure or certifications obtained. Market and organizational factors are also taken into consideration.