About Your Role The Leader, Customer Success Management supervises a team of Customer Success Managers and is responsible for managing the team's workload, coaching on best practices, driving adoption and maximizing value while minimizing churn, achieving a high NRR for all team's portfolio accounts, and contributing to team strategy and process development.
How You'll Make an Impact Core Responsibilities:
- Ensure success and renewal of their team's customer base
- Serves as primary point of escalation on behalf of their team and its customers, uses discretion to loop in additional leadership as necessary.
- Maintain a deep functional understanding of our solutions in order to educate customers and the CSM team about the most relevant features/functionality/products driving increased ROI relative to customers' specific business needs.
- Prepare and participate in customer Executive Business Reviews (EBRs) alongside CSMs
- Attend Key Account Reviews (KARs) on portfolio accounts and work with CSM to develop a 'Get Well' plan for any known risks.
- Ensure best practices are established and followed for ongoing QGenda governance
- Support the team with strategy, problem solving, and execution on internal and customer-facing matters
- Drive "Best Practices" and act as thought leader, making recommendations for new solutions and procedures to problems
- Ensures all team's portfolio accounts are maximizing Net Revenue Retention
- Ensure compliance to team based KPIs and completion of job activities such as business reviews and other customer-facing/internal activities
- Support and implement CX and corporate initiatives
- Responsible for team performance metrics and reporting
- Responsible for all HR aspects of employee management
- Provide continuous feedback to direct reports through regular coaching, employee development and annual performance reviews
- Perform comprehensive employee development planning to support growth of employees to achieve goals, objectives, and enable career development
- Voices feedback and concerns of team members to the leadership team
Who You Are - Experience providing direction on customer engagements, in a matrixed environment
- Ability to interact and build relationships with customers and executive contacts as a leadership contact and point of escalation
- Experience providing presentations to diverse audiences
- Ability to inspire, motivate, and facilitate in order to improve the productivity of the team
- Strong delegation skills and ability to break down complex tasks into actionable components
- Basic understanding of CS & company financials
- Experience understanding business problems, products, processes and technical challenges and thrive on connecting technology with measurable business value for customers and the internal organization
- Working knowledge of customer expectations across area of speciality
- Ability to create and utilize reports and dashboards to manage team performance
- Experience delivering and supporting SaaS products is an advantage
- Customer Success Platform experience (e.g. Planhat, Gainsight) highly desired
- Background in Customer Success, Account Management, or Professional Services, is highly desired
Experience You Bring - Bachelor degree or equivalent work experience
- 4+ years of relevant experience for specific function being managed
- Ability to travel for customer meetings, conferences, and other industry events
Not Required, but Nice to Have- Experience with Customer Success Platforms (i.e. PlanHat)
- Success Coaching CSSM Level 1-5 certifications
- Experience/exposure to Healthcare market and IT ecosystem
What's In It For YouWe offer a comprehensive total rewards package to support our full-time employees and their family's day-to-day needs, well-being and major life events, which includes:
- Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
- Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
- Paid parental leave for birth, adoption or permanent placement
- 401(k) with company match
- Options to work in a hybrid-working model or remotely from home, depending on the position
- Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more
