Customer Success Manager

We are looking for a talented Customer Success Manager to join us on our path to success.

What you’ll do:

• Be the primary point of contact for customers and lead the effective day to day management of accounts and relationships.
• Be a subject matter expert product, offerings and accurately represent these capabilities within and across customer stakeholder organizations, ranging from executives to end-users.
• Drive the strategy of the customer across many teams both internal and external, with the ability to speak to various levels of the customer’s organization.
• Build meaningful and strong relationships with customers that result in the long term and enterprise-wide partnerships including the up-selling of new product capabilities.
• Drive health and usage.
• Secure renewals / retention and seek out additional expansion opportunities within your book of business.
• Manage oversight for complex, cross-functional customer implementations / new product deployments.
• Manage, track and report, both internally and externally, on the status of customer accounts, including all projects, initiatives, renewals and expansion opportunities.
• Be the voice of the customer and champion this knowledge with cross-functional teams to improve the existing product experience as well as inform new product development opportunities.

To be successful in this role, you'll need:

• At least 5+ years of work preferably in customer success, implementation, project management, accounts, or a partnership role with demonstrated experience managing cross-functional stakeholders with varying seniority.
• Demonstrated experience managing oversight for complex, cross-functional customer implementations (spanning people, processes, and technology) which may include building and/or optimizing the processes, plans, and tools from the ground up.
• Excellent communication and interpersonal skills are needed to build strong and effective relationships globally with customer stakeholders including executives, functional business owners, and subject matter experts.
• You’re an owner with a natural ability to toggle between strategy and the details of programs while influencing a diverse set of internal and external stakeholders to drive outcomes along the spectrum.
• Self-starter who thrives in ambiguity, is flexible regarding changes in direction, is forever curious but can zoom out to connect the dots to inform new opportunities in a variety of business, technology, and functional areas.
• Experience working with healthcare provider and payers.
• Business travel as needed (up to 50%).