Job Description

We are seeking a Sr. Customer Success Manager (REMOTE)
for a full time and direct hire role for one of our amazing SaaS partners on the east coast.

You will be an advisor and subject matter expert for a portfolio of On-Premise and Cloud-based customer accounts. You will drive customer retention, expansion, and overall satisfaction by leveraging both technical insight and relationship management skills to ensure that clients achieve maximum value from their Laboratory Information Software (LIS). You will manage the ongoing lifecycle of each account while maintaining strong customer engagement to ensure data accuracy across systems, and identifying strategic opportunities to improve adoption, performance, and ROI. You will work with customers and the internal teams to translate customer feedback and business objectives into actionable insights that influence both operational priorities and product evolution. You will need a blend of technical fluency, customer success strategy, and proactive customer success management. You will need to understand of the softwares architecture and configuration capabilities to be able to interpret customer data trends. You will apply tactical playbooks and scalable strategies to maintain account health and drive consistent growth.

Responsibilities:

• Manage customer relationships for on-premise and cloud-based accounts by creating and maintaining a deep customer rapport, driving strategic retention, conversion, and expansion across each client relationship.
• Become a subject matter expert (SME) of their Laboratory Information Software (LIS) by maintaining a deep understanding of its configuration, workflows, and integration capabilities to advise clients and internal stakeholders effectively.
• Develop and execute customer-success playbooks that leverage data insights and automation to scale account engagement and improve lifecycle outcomes.
• Maintain accurate, consolidated, and hygienic customer data by tracking key health indicators, renewal milestones, and usage trends to proactively address risk and uncover opportunities.
• Advocate for customer needs and influence the product roadmap by collaborating cross-functionally with Product Management, Implementation, and Customer Success teams.
• Design enablement initiatives and leveraging learning-management tools to maximize user proficiency and value realization by managing, identifying and addressing training or adoption gaps.
• Support both client growth and internal strategy by providing feedback and analytics into actionable insights by monitoring and communicating pivotal changes in customer health.
• Drive customer renewals and contract expansions by providing solutions to evolving client requirements and ensuring long-term partnership success.
• Ensure delivery of quality and consistency with best practices and configuration standards at assigned accounts to support project scope and configuration needs.

Requirements:

• 7+ years of experience in a customer success or related role
• 4+ years of experience working in Software Training or Learning Management Software
• 2+ years with Project Management Experience
• 3-5 years of experience working with a CRM (Customer Relationship Management Software)
• Healthcare SAAS experience preferred.
• Bachelor's degree preferred.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. You must be legally authorized to work in the United States without current or future sponsorship.