Senior Customer Success Manager, North America US - Remote Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare...every day. We're searching for a Senior Customer Success Manager to join our North America Customer Success team, responsible for day-to-day customer success activities for RLDatix customers across the region - working with both cohort-based and enterprise customers. The Senior Customer Success Manager will help customers get maximum value from RLDatix solutions and support our mission of safer, more efficient care delivery.
How You'll Spend Your Time - Creating and managing Customer Success Plans aligned to the correct customer tier and treatment model, and working closely with Sales, Customer Support, Product, and Services to ensure seamless customer experiences from onboarding through renewal.
- Building and maintaining long-term, trusted relationships with customers, and handling sensitive or challenging situations professionally to turn them into positive outcomes.
- Proactively communicating product releases, upgrades, and migration roadmaps - tailoring messaging to each customer's mission and goals - to drive adoption through usage data, best practices, and thought leadership engagement.
- Developing data-driven Customer Success Plans, measuring and analyzing CSAT by solution to identify trends and corrective actions, and setting up virtual user groups and cohort sessions to enable customer knowledge sharing.
- Ensuring a smooth renewal process by monitoring client health, satisfaction, sentiment, and escalations, and partnering closely with Customer Success Renewals Specialists and Sales to manage subscription usage proactively.
- Mentoring and coaching less experienced CSMs, contributing to a culture of excellence and continuous improvement across the team.
What Kind of Things We're Most Interested in You Having - 3-5+ years of experience in Customer Success, account management, or SaaS leadership, with exposure to enterprise and midmarket segments and a solid understanding of down-market success strategies.
- Demonstrated success in driving customer engagement, optimizing product usage, and improving satisfaction, sentiment, and/or NPS.
- Experience supporting customers through organizational and operational change, including product adoption and migration from legacy platforms, with strong stakeholder management and the ability to align success initiatives to customer strategic goals.
- Proficiency with Customer Success platforms, CRM systems, and analytics tools; comfortable with Excel, PowerPoint, and Word; experience or interest in AI is a plus.
- A dynamic, forward-thinking approach - thriving on customer engagement, building strong relationships, supporting scalable success programs, and championing customer advocacy.
RLDatix offers a competitive compensation package and comprehensive benefits, including health, dental, vision, life, disability coverage, a generous retirement savings plan, 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
