Senior Impact Manager, Customer Success

About the role

The Customer Success Senior Impact Manager (SIM) acts as a trusted advisor who helps customers currently using one or more of the RQIP Digital programs. The Senior Impact Manager is responsible for building key relationships within the hospital system to ensure effective use and retention of subscriptions and to diagnose business challenges and design impactful solutions using the RQI Partners digital resuscitation portfolio. The role leads customers through a consultative sales process that builds value clarity, supports confident decision-making, improves retention & growth, and establishes long-term partnerships. This role also prioritizes individual performance in assigned accounts with coaching and mentoring responsibilities for Field Team members.

Responsibilities

• Discovery & Diagnostic Skills: Ability to uncover root causes, design solutions and quantify business impact. Proactively uncover and resolve root-cause issues that impact customer outcomes, collaborating cross-functionally to drive long-term solutions.
• Business Acumen: Understanding of financial metrics, industry trends, and customer business models. Monitor customer health, engagement, and product usage to identify risks and opportunities.
• Facilitation Skills: Skilled in guiding group dynamics, presenting to large audiences and building cross-functional consensus.
• Value Communication: Ability to clearly articulate ROI, risk mitigation, and business outcomes.
• Challenger Mindset: Confidence to reframe problems and guide customers toward better decisions.
• Customer Centricity: Builds deep, meaningful relationships across all levels of an organization.
• Collaboration: Works effectively with marketing, operations, finance, and new sales to deliver a seamless customer experience. Advocate for customer needs internally, influencing product enhancements and service improvements.
• Coaching and Mentoring: Skilled at developing diagnostic questioning, solution and resolution evaluation, and consultative behaviors in others.

Qualifications

• Bachelor’s degree in business, life sciences, or related field. A combination of education and experience will be considered for those who are otherwise qualified.
• Minimum of 7 years involves one or combination of the following positions, including leading a team: field-based sales, account management, customer success and retention specialist and/or relationship management with consistent achievement of business goals.
• Previous experience leading a team or function.
• Travel as needed to effectively manage customer accounts and meet with customers, with the possibility for overnight travel when necessary. Expectation is 3-4 high quality in person meetings per week with travel percentage varying based on territory or region.
• Ability to maneuver, set up, and transport required equipment—including lifting items up to 70 lbs—with or without reasonable accommodation.
• Valid Driver’s License.

Skills

• Discovery & Diagnostic Skills: Ability to uncover root causes, design solutions and quantify business impact.
• Business Acumen: Understanding of financial metrics, industry trends, and customer business models.
• Facilitation Skills: Skilled in guiding group dynamics, presenting to large audiences and building cross-functional consensus.
• Value Communication: Ability to clearly articulate ROI, risk mitigation, and business outcomes.
• Challenger Mindset: Confidence to reframe problems and guide customers toward better decisions.
• Customer Centricity: Builds deep, meaningful relationships across all levels of an organization.
• Collaboration: Works effectively with marketing, operations, finance, and new sales to deliver a seamless customer experience. Advocate for customer needs internally, influencing product enhancements and service improvements.
• Coaching and Mentoring: Skilled at developing diagnostic questioning, solution and resolution evaluation, and consultative behaviors in others.

Benefits

• Generous PTO & Holidays
• Remote Work Environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance

Pay

The estimated annual base salary for this position is $115,000-$120,000. Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Schedule

Fully Remote