Enterprise Customer Success Manager

About the role

The Customer Success Manager will actively participate in onboarding new clients, tracking and managing account health and sentiment, and ensuring and growing successful usage of RLDatix’s solutions through usage strategies to drive customer satisfaction, adoption, and retention.

Responsibilities

• 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

Requirements

• 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

Qualifications

• 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

• Strong communication and interpersonal skills
• Ability to manage multiple accounts and prioritize tasks effectively
• Experience with CRM tools and analytics
• Knowledge of healthcare industry and SaaS solutions

Benefits

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

Pay

TBD

Schedule

Hybrid or Remote