Customer Success Manager

The Opportunity

We're looking for a Healthcare Customer Success Manager to grow trusted relationships with our hospital customers and ensure their long-term success. They will own the day-to-day relationship with a book of customers and maintain a holistic, data-driven view of their overall experience with every team and Bluesight solution. The CSM interfaces with customers, builds relationships across the customer organization, specifically at the Executive-level, and leverages these relationships to improve product utilization, demonstrate and communicate product value, and ensure overall satisfaction is achieved and maintained over the long term.

Core Responsibilities:

• Develop Healthcare Executive Relationships and present Executive Business Reviews (EBRs)
• Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes
• Conduct regular business reviews with healthcare executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return
• Proactively analyze gaps between current state and optimal state and effectively communicate recommendations that lead to value
• Track and report on key metrics for customer

Customer Service Responsibilities:

• Be knowledgeable in the entire product suite/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests.
• Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall health scores.
• Vary service approach based on customer segmentation and delivery playbooks
• Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives
• Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues
• Acquire and maintain customer references
• Monitor and respond to NPS survey feedback and Customer Health scores
• Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk
• Achieve annual renewal targets in partnership with Renewals Specialist
• Facilitate new growth opportunities and achieve annual growth targets

Requirements:

• Bachelor’s degree or equivalent work experience
• 3+ years of Customer Success, Account Management, or similar customer-facing role within a high-growth SaaS company
• 3+ years of B2B Healthcare company experience in Account Management or Customer Success preferred