Senior Customer Success Manager, you will lead the strategic health and growth of high-value customers, bridging the gap between executive strategy and tactical execution. You will own the entire customer lifecycle-from seamless sales-to-service hand-offs and onboarding to delivering high-impact Quarterly Business Reviews for C-suite stakeholders. By acting as a primary internal advocate, you will collaborate with R&D and Product Support teams to resolve technical escalations and ensure platform functionality aligns with clinical and financial goals. We are looking for an assertive professional who thrives in fast-paced environments and has the ability to translate complex data into actionable strategies that optimize outcomes within our customer's ecosystem.
Responsibilities and Duties:- Strategic Relationship Management: Serve as the primary point of contact for a portfolio of enterprise customers, building trust-based relationships with stakeholders from operational users to C-suite leadership to ensure measurable value, retention, and revenue growth.
- Executive Storytelling & Reporting: Design and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex usage metrics into actionable narratives, ensuring findhelp's impact aligns with the customer's clinical and financial objectives.
- End-to-End Customer LIfecycle: Own the entire customer lifecycle, partnering with Sales and Implementation teams to translate initial discovery goals into a structured, value-driven success plan
- Continuous Product Adoption & Mobilization: Proactively drive usage growth by identifying new user groups, conducting staff training, and providing "best practice" blueprints to ensure deep integration of the findhelp tool suite.
- Data-Driven Strategy & AI Innovation: Utilize Vitally, HubSpot, and generative AI to monitor account health and identify risks. Leverage familiarity with healthcare ecosystems (e.g., Availity) to optimize interoperability and streamline workflows.
- Internal Advocacy & Escalation Management: Act as the "Voice of the Customer" by synthesizing client feedback to influence the product roadmap and navigating technical escalations to maintain project momentum and trust.
- Metric-Driven Success: Closely monitor usage metrics and data trends to proactively address deployment hurdles and mitigate risks before they impact the user experience.
Qualifications: - 7+ years of experience in Enterprise Customer Success, Account Management, or Strategic Consulting, with a proven track record of managing a high-revenue portfolio (e.g., $2M+ ARR).
- Public Sector Expertise (Strongly Preferred): Deep understanding of public sector ecosystems, including experience working with state or local government agencies, municipal departments, or community-based organizations. Familiarity with government procurement, health and human services programs, or public-private partnerships.
- Executive Presence & Storytelling: Demonstrated ability to build trust-based relationships with C-suite leadership and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex data into compelling narratives.
- Advanced Data & AI Proficiency: Expert-level command of Customer Success platforms (Vitally), CRM tools (HubSpot), and the use of Generative AI to automate workflows, monitor account health, and predict churn risks.
- Lifecycle Mastery: Extensive experience owning the "Sales-to-Service" hand-off and the end-to-end implementation lifecycle for complex, multi-stakeholder enterprise clients.
- Technical Advocacy: Proven ability to navigate the bridge between business and product; skilled at synthesizing client feedback into actionable product requirements and managing technical escalations with engineering teams.
- Strategic Problem Solver: An assertive self-starter who thrives in fast-paced, ambiguous environments and is motivated by a mission to improve social determinants of health (SDoH).
Analytical Mindset: Strong ability to monitor and interpret usage metrics to proactively address deployment hurdles and optimize user adoption blueprints.
We value being together : We believe being together enables stronger relationships, collaboration, and culture.
This position is in office and candidates must be located in Austin, Texas or Madison, Wisconsin.Perks at Findhelp - 401k & equity grants
- Free food and onsite gym at our Austin HQ
- Paid parental leave
- Competitive PTO & 10 paid holidays
- Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
- Dog-friendly office in Austin HQ
- 24/7 access to telemedicine and counseling
- Book Purchasing Program
Here are some of the ways we support our staff:
- Culture Committee
- Leadership Development Training
- Paid Volunteering Time
