Customer Success Manager

• We’re looking for a Healthcare Customer Success Manager to grow trusted relationships with our hospital customers and ensure their long-term success
• They will own the day-to-day relationship with a book of customers and maintain a holistic, data-driven view of their overall experience with every team and Bluesight solution
• The CSM interfaces with customers, builds relationships across the customer organization, specifically at the Executive-level, and leverages these relationships to improve product utilization, demonstrate and communicate product value, and ensure overall satisfaction is achieved and maintained over the long term
• Core Responsibilities:
• Develop Healthcare Executive Relationships and present Executive Business Reviews (EBRs)
• Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes
• Conduct regular business reviews with healthcare executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return
• Proactively analyze gaps between current state and optimal state and effectively communicate recommendations that lead to value
• Track and report on key metrics for customer
• Customer Service Responsibilities:
• Be knowledgeable in the entire product suite/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests
• Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall health scores
• Vary service approach based on customer segmentation and delivery playbooks
• Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives
• Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues
• Acquire and maintain customer references
• Monitor and respond to NPS survey feedback and Customer Health scores
• Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk
• Achieve annual renewal targets in partnership with Renewals Specialist
• Facilitate new growth opportunities and achieve annual growth targets

Benefits

• Unlimited Vacation
• Fully Remote
• Comprehensive Insurance
• Home Office Stipend
• Monthly Health & Wellness Stipend
• Short & Long Term Disability Coverage
• 401K Program (via Vanguard) with up to 4% company match
• Paid Parental Leave
• Investing Into Your Career Growth
• Local Meetup, Team & Company Retreats

Bachelor’s degree or equivalent work experience3+ years of Customer Success, Account Management, or similar customer-facing role within a high-growth SaaS company3+ years of B2B Healthcare company experience in Account Management or Customer Success preferredThe ideal candidate brings 3+ years of healthcare Customer Success experience that includes effective management of a large customer pool with SaaS contracts above $100kThis candidate demonstrates an ability to balance strong, consultative customer service and consistently achieve performance metricsThe role serves as Bluesight, so it is critical the candidate demonstrates a clear and energetic communication style that is effective at both the executive and end user level of an organizationFinally, the candidate must be a self-starter and demonstrate a history of success, multiple examples of taking initiative, and the ability to succeed in a fast-paced, high pressure environment