Customer Success Manager - IMM

About the Opportunity

The organization simplifies workforce compliance management across healthcare. Its innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem. As a trusted leader for over 20 years, the organization has focused on bringing more good into the lives of the people and organizations serving healthcare. It delivers seamless compliance solutions to millions.

Key Responsibilities

• Manage a portfolio of assigned customers, serving as their primary point of contact and advocate.
• Build and maintain strong, long-lasting relationships with key stakeholders across customer organizations.
• Partner with Professional Services to onboard new customers and foster a smooth transition to ensure long-term success.
• Collaborate with customers to create and execute shared success plans, aligning with their business goals to drive continuous value.
• Proactively monitor customer health and leverage the CSP system to stay data-driven in the approach, utilizing playbooks to address potential risks, track customer interactions, and ensure timely follow-up.
• Partner with internal teams, including Support and Product, to resolve customer challenges and ensure their needs are met.
• Conduct regular touch points and business reviews to assess progress, discuss goals, and uncover opportunities for improvement.
• Provide ongoing support and guidance to customers on product features, best practices, and strategies for maximizing value.
• Identify upsell, cross-sell and expansion opportunities within existing accounts, fostering stronger relationships and driving additional value.
• Create customer advocates through case studies, references, and testimonials, while ensuring timely renewals and long-term customer retention.
• Contribute to the development and refinement of customer success best practices and processes to enhance team performance.

Required Qualifications

• Bachelor's degree in a related field (e.g., Business Administration, Marketing, Communications).
• 2+ years of experience in a customer-facing role, preferably in the SaaS or technology industry.
• Strong understanding of customer success principles and practices.
• Excellent communication, interpersonal, and presentation skills.
• Proven ability to build and maintain strong customer relationships.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency in using CRM/CSP software (e.g., Salesforce, HubSpot).
• Strong analytical and problem-solving skills.
• Experience with compliance management software is a plus.
• Certification in Customer Success Management is an advantage.

Additional Information

• Professional development allowance to help you grow in the ways that mean the most to you.
• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
• For US Employees: 401K with company matching, as well as financial planning education and resources.
• Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
• Lifestyle Spending Account (LSA): Support for personal well-being by offering an annual lifestyle spending account that can be used for what matters most—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
• For LATAM Employees: Health insurance premiums are covered 100%. Plans include national and international coverage.
• A flexible benefits platform provides monthly points to redeem on what is needed most.
• Access to exclusive discounts is also available.
• Life insurance policy is provided, paid 100% by the company.
• Beneficiaries can be added at an exclusive, discounted rate.
• Full-time positions are scheduled to work 40 hours per week, Monday-Friday unless required otherwise by projects.
• Part-time positions are scheduled to work a maximum of 30 hours per week.

Compensation

$80K – $100K