Customer Success Manager

About the role

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

We're 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.

Responsibilities

• 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

Requirements

• 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

Benefits

• Health, dental, vision, life, and disability insurance
• 401K
• Paid time off and paid holidays