Senior Client Success Manager

Job Description

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 client's business challenges and objectives, mapping these to our platform's 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 platform's 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.

Additional Information

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   

• Bachelor's 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