Customer Success Manager, Cohort

How You’ll Spend Your Time

• Build and maintain trusted, long-term customer relationships, earning respect and trust on behalf of RLDatix
• Develop and manage success plans using objective data, in collaboration with the account team.
• Measure and analyze CSAT (Customer Satisfaction) by solution to identify trends and determine any necessary corrective actions.
• Proactively manage customer communications, tailoring information to customer-specific needs and aligning it with their mission and desired outcomes.
• Drive adoption by sharing relevant usage data, share 'best practice' goals, promote upcoming webinars and thought leadership events on products and solutions.
• Ensure a seamless renewal process by monitoring and managing client health, satisfaction, escalations, and sentiment.

What Kind of Things We’re Most Interested in You Having

• 3+ years of experience in a Customer Success role within a Healthcare SaaS company
• Proven success in managing customer engagement, optimizing usage and outcomes, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS.
• In-depth knowledge on how to leverage data to drive customer insights and business decisions.
• Sincere interest in building long-term relationships with customers
• A knack for working collaboratively within a fast-paced, evolving team

Benefits

RLDatix offers a comprehensive benefits package including:

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

About the Role

This is an exciting time to join RLDatix as we are building the Customer Success function. We're looking for individuals who like the challenge of building and transforming. The day one focus for this role will be working alongside the Relationship Management team to learn renewals and support the transition to the Customer Success team. Since the Customer Success Team is still building, reporting lines may roll up to Relationship Management in the interim, as we are also actively recruiting for the leader of the Customer Success team.

Qualifications

• 3+ years of experience in a Customer Success role within a Healthcare SaaS company
• Proven success in managing customer engagement, optimizing usage and outcomes, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS.
• In-depth knowledge on how to leverage data to drive customer insights and business decisions.
• Sincere interest in building long-term relationships with customers
• A knack for working collaboratively within a fast-paced, evolving team

Skills

The ideal candidate will possess the following skills:

• Strong communication and interpersonal skills
• Ability to build and maintain strong relationships with customers
• Experience with customer relationship management tools
• Knowledge of healthcare industry and SaaS solutions
• Ability to analyze data and make informed decisions

Support Team

The Support Team at RLDatix serves as a trusted and accessible resource that customers can rely on whenever they need assistance. We resolve challenges quickly, communicate clearly, and set the right expectations. Our work enables health and care teams to stay focused on what matters most, delivering safe, reliable, and high-quality care to their patients. By identifying recurring themes and advocating for customers, Customer Support not only resolves issues but also proactively engages customers and uses insights to prevent future disruption and improve the overall experience.

Stunt-Ready Support Leader

Jivesh Dunraj, our Australia-based APAC Customer Support Manager, has been with RLDatix for the past 7 years championing both professional development and team success. He has...