Manager, Customer Success – Digital First, Mid-Market

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🕒 Julho 29

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Aline

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏥 Saúde

☁️ SaaS

🤝 B2B

Healthcare • SaaS • B2B

A Aline é uma empresa de software que oferece uma plataforma conectada e baseada em nuvem para operadores de residências sênior. A Aline combina ferramentas de CRM e marketing, fluxos de trabalho clínicos e de cuidado ao residente (incluindo eMAR e planos de cuidados), soluções de alimentação e ponto de venda, e sistemas financeiros (arrendamento, faturamento, pagamentos, contabilidade) para otimizar admissões, cuidados diários, operações e gestão de receitas em comunidades de assistência, vida independente, cuidados de memória e enfermagem especializada. A plataforma enfatiza integrações (mais de 100 parceiros), automação de fluxos de trabalho e análises (Aline Intelligence) para reduzir transferências manuais e melhorar os resultados para operadores, cuidadores, residentes e famílias. A Aline atende milhares de comunidades de residências sênior e se posiciona como um fornecedor B2B SaaS focado em operações de saúde para o mercado de residências sênior.

Descrição

• Lead the strategy and execution of our customer education and training programs. • Manage the customer enablement specialist responsible for developing and delivering training content and learning experiences. • Develop scalable education programs including: • On-demand learning • Live and recorded training sessions • Webinars and workshops • Knowledge base content and documentation • Define and implement a digital customer success strategy to support onboarding, adoption, engagement, and retention at scale. • Build digital lifecycle programs that guide customers through key milestones in the customer journey. • Design scalable touchpoints including: • Automated campaigns • In-app messaging and guidance • Digital check-ins and product updates • Monitor engagement metrics and continuously optimize programs to improve customer outcomes. • Partner with Product and Customer Success teams to translate product capabilities into adoption programs and educational content. • Drive awareness and usage of new features through targeted digital campaigns and training initiatives. • Develop resources that help customers expand their use of the platform and achieve business outcomes. • Manage a team of product-focused CSMs or subject matter experts who support adoption and customer success across key products. • Ensure SMEs contribute to customer education content, adoption programs, internal knowledge sharing, and support for complex product use cases. • Partner with Product teams to ensure new releases are supported by clear customer guidance and enablement. • Collaborate with Marketing to develop targeted digital campaigns that drive product engagement and customer success outcomes. • Work with Customer Success leadership to align digital programs with broader CS strategies. • Partner with Sales and Product teams to ensure consistent messaging and enablement throughout the customer lifecycle. • Develop scalable programs designed to improve retention and expansion within SMB and scaled customer segments. • Identify adoption gaps or churn risk signals and implement proactive digital interventions. • Use customer data and product insights to inform education and engagement strategies.

🎯 Requisitos

• 5+ years of experience in Customer Success, Customer Education, Digital Customer Success, or Customer Experience roles • Experience developing customer training or education programs • Experience building or managing digital customer engagement programs • Strong collaboration experience working with Marketing, Product, and Customer Success teams • Data-driven approach to measuring customer engagement and adoption • Experience managing customer enablement teams or product specialists • Background in B2B SaaS or technology platforms • Experience supporting SMB or scaled customer segment • Familiarity with customer success, learning management, or product adoption platforms