Hart CSM Position Overview:As a Customer Success Manager, you serve as the "Guardian" of our client relationships. You are the trusted go-to person responsible for ensuring long-term loyalty, safeguarding the client's return on investment, and fostering a "fan base" of healthcare IT leaders. You will manage a portfolio of complex, high-revenue strategic accounts, guiding them from post-implementation through the life of their relationship with Hart.
In this role you will:- Serve as the permanent, trusted advocate for assigned accounts, managing all touch-points, executive communication, and relationship health.
- Execute customized touch-point plans (including bi-weekly calls and site visits) based on account tier (Premier, Growth, or Core).
- Proactively identify and document upsell opportunities, version upgrades, and expansion needs within the Salesforce CRM to support Hart's revenue goals.
- Partner with the Sales team to ensure a seamless transition from "Go-Live" to long-term guardianship and assist with SOW development and reference call scheduling.
- Lead client participation in value-add activities like The Hart Cove, User Group Roundtables, and on-site Lunch & Learns.
- Maintain account status via dashboards and/or scorecards to monitor health, sentiment, and risk factors.
Key Performance Indicators (KPIs)- Referenceability: 25% of our customer base is referenceable
- Client Retention: Maintain a 95% client retention rate.
- Net Promoter Score (NPS): Achieve a 20+ rating.
- Revenue Support: Successfully secure annual renewals and identify upsell opportunities.
- Strategic Partnerships: Conduct on-site visits every six months for Premier accounts to solidify executive ties and ensure harmony with their long-term objectives.
Requirements
- 5+ years of relevant experience including Customer Success or related roles, including ownership of complex or enterprise customers.
- Capacity to understand EHR migration, data streaming platforms, and interoperability.
- Strong relationship builder who is able to connect and build trust with a diverse set of internal and external stakeholders
- Track record of providing consultative and proactive support to customers
- Consistently meet or exceed internal performance metrics
- Understanding of how healthcare systems operate, including the challenges of navigating large, matrixed organizations
- Empathetic, positive attitude with a desire to help our customers reach their business goals
- Ability to quickly grasp and succinctly explain technological and business concepts
- Demonstrates comfort with cross-functional collaboration with business and technical stakeholders
- Ability to manage a portfolio ratio of approximately 20-25 clients.
- This role will require 25% travel within the US
