Job Description We9re searching for a US-based Customer Success Manager to join our Patient Experience & Growth team in Lehi, Utah, so that we can help healthcare customers realize value from our solutions while driving retention, adoption, engagement, and account growth. The Customer Success Manager will own a portfolio of named, higher-value accounts (approximately 50 to 75, depending on complexity), serving as the primary relationship owner, advocate, and internal quarterback to build trusted relationships, identify risks early, and uncover expansion opportunities within existing accounts.
How You9ll Spend Your Time - Own a portfolio of assigned customer accounts and drive retention by proactively managing adoption, engagement, account health, and renewal risk
- Identify opportunities for account growth, including upsell and cross-sell signals, and partner with sales teams in order to progress qualified opportunities
- Lead regular customer touchpoints, including check-ins, business reviews, training conversations, and issue resolution, to help customers understand performance, outcomes, and value from RLDatix Patient Experience & Growth solutions
- Analyze customer data, usage, feedback, and business goals in order to guide account planning, stay close to customer risks, and coordinate proactive action plans that improve retention
- Partner cross-functionally with implementation, support, sales, product, and leadership teams to coordinate customer needs, resolve issues, and manage competing priorities across a multi-account portfolio
What Kind of Things We9re Most Interested in You Having - 3+ years of direct Customer Success experience, ideally within SaaS, healthcare technology, marketing technology, or a related environment
- Proven success owning a customer book of business and independently driving retention, engagement, adoption, and account growth across multiple stakeholders
- In-depth knowledge on how to translate product capabilities and customer data into clear business value, and how to manage a high-volume portfolio without losing sight of risks, follow-ups, or opportunities
- Ability to work on-site in Lehi, Utah on a daily basis (candidates must be local to Utah; this role is not currently planned as remote or relocation-based)
- Sincere interest in helping healthcare organizations attract, engage, and retain patients; experience with healthcare SaaS, marketing technology, reputation management, marketing attribution, or call tracking is a plus, as is comfort using AI-enabled workflows
- A knack for working cross-functionally with sales, support, implementation, product, and leadership teams, with a proactive, problem-solving mindset and familiarity with CRM systems such as Salesforce
By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.
Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.
Skills & Requirements Qualifications
