Job SummaryWe're seeking a strategic and relationship-focused Customer Success Manager with 3-5 years of experience to manage our portfolio of SMB and mid-market healthcare organisations. In this role, you'll own 20-30 accounts (30-250 users each), building multi-stakeholder relationships from clinical users to operational leadership.
You'll design and execute customised success plans, leverage data analytics to drive adoption, and guide customers through organisational change while identifying expansion opportunities and ensuring renewals. This role requires a balance of strategic thinking and hands-on execution-you'll run pilots, lead implementations, conduct QBRs, and drive measurable outcomes.
Success in this role means strong customer health scores, successful pilots that convert to full deployments, high adoption rates, and consistent renewal and expansion performance across your portfolio.
Key ResponsibilitiesDevelop and Execute Strategic Success Plans- Create account-specific success plans aligned with customer business objectives, maintaining detailed customer profiles and actionable plans across your entire book of business.
- Build and maintain success plans that explicitly map goals 12 metrics 12 milestones, reviewed with customers at predictable cadences.
- Conduct high-quality QBRs and value reviews that quantify outcomes, surface risks, and drive alignment with customer stakeholders.
- Ensure no accounts stall-every account always has a next action, forecast, and clear owner.
Build and Manage Multi-Stakeholder Relationships- Manage diverse SMB and mid-market stakeholder groups by clarifying goals, roles, and adoption expectations across operational and clinical layers.
- Influence senior stakeholders with confidence, distilling clinical/operational complexity into simple decision frameworks.
- Anticipate misalignment weeks in advance by reading behavioural signals, usage patterns, and meeting dynamics.
- Demonstrate the ability to 2reset2 or recalibrate adoption expectations without escalation when needed.
Lead Pilots and Implementations- Build actionable rollout plans with milestones, training waves, and readiness checks for SMB and mid-market deployments.
- Manage pilots with precision-scope, timeline, success criteria, and debriefs are always explicit and aligned.
- Use playbooks and templates to ensure consistency across accounts while adapting for specific customer contexts.
- Produce rollout plans that clearly articulate milestones, owners, training schedules, and risk checkpoints.
Drive Data-Informed Customer Strategy- Interpret usage depth, workflow adherence, and risk indicators to prioritise actions across your portfolio.
- Quickly convert raw usage and workflow signals into clear interpretations: what's working, what's not, and why it matters.
- Produce simple, high-signal narratives for QBRs or executive conversations that influence strategic direction.
- Provide internal teams with portfolio-level insights that influence product and GTM strategy.
Lead Change Management- Guide customers through workflow changes, product updates, and organisational transitions by clearly communicating the 2why2 and ensuring smooth adoption across diverse user groups.
- Apply structured reinforcement: training waves, competency checks, coaching sessions.
- Adjust rollout based on real-time adoption signals, constraints, and operational realities.
Own Renewals and Expansion- Proactively manage the end-to-end renewal process, building compelling value narratives backed by outcome data.
- Build expansion hypotheses with supporting evidence: usage depth, stakeholder pull, and business outcomes.
- Partner with Sales to co-develop expansion plans that feel natural, customer-centric, and timely.
- Make decisions that protect revenue through proactive risk management and strategic account planning.
Collaborate Cross-Functionally- Facilitate smooth handovers between Sales 12 Implementation 12 Adoption 12 Renewal.
- Advocate for customer needs with clarity, evidence, and prioritisation.
- Drive internal alignment during critical rollouts or escalations.
- Contribute to playbooks, process improvements, and internal knowledge sharing.
- Work with Customer Success Associates who support your accounts, providing clear direction and feedback.
Required Qualifications- 3-5 years in a customer success or account management role at a B2B SaaS company, managing SMB and mid-market accounts.
- Proven experience building relationships with senior stakeholders (clinical leaders, operations managers, practice owners).
- Strong analytical skills with experience using data platforms to drive insights and inform customer strategy.
- Track record of meeting/exceeding renewal and expansion targets in multi-stakeholder environments.
- Experience leading pilots, implementations, or rollouts with multiple stakeholder groups.
- Excellent communication skills (written and verbal) with ability to tailor messaging to different audiences.
- Experience conducting QBRs, business reviews, or strategic account planning.
Bonus Qualifications- Experience in healthcare SaaS or familiarity with clinical workflows and healthcare operations.
- Experience presenting ROI analyses and business cases to operational or executive stakeholders.
- Experience with CRM platforms (HubSpot preferred) and data analysis tools (Omni or similar).
- Familiarity with change management methodologies or frameworks.
- Previous experience in a startup or high-growth environment.
- Experience with presentation tools like Canva or Figma.
