Senior Customer Success Manager

🕒 Setembro 30

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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TigerConnect

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏥 Saúde

Healthcare

TigerConnect é a plataforma de comunicação mais amplamente adotada na área da saúde, modernizando de forma única a colaboração entre médicos, enfermeiros, equipes de cuidado e pacientes. A TigerConnect é a única solução que combina uma experiência de usuário similar à de consumidores para comunicação clínica e com pacientes, com elevados requisitos de segurança, privacidade e fluxos de trabalho clínicos que as organizações de saúde exigem atualmente. A TigerConnect acelera a produtividade, reduz custos e melhora os resultados dos pacientes.

Descrição

• Manage post-sales strategic client relationships with large enterprise clients • Drive client retention, adoption, expansion, and client advocacy • Build trusted-advisor relationships by understanding and tracking desired business outcomes and key metrics • Develop and execute strategies that drive client satisfaction, utilization, retention, and product growth • Serve as trusted advisor for assigned accounts, cultivating relationships with clinical leaders, IT teams, and administrators • Lead discussions around healthcare-specific goals and strategies • Conduct regular check-ins and facilitate Business Value Reviews • Create tailored success plans with clear, measurable objectives • Monitor and communicate progress, adapting strategies to evolving customer needs • Analyze data to identify underutilized features and provide actionable recommendations • Introduce customers to new platform capabilities and demonstrate workflow and outcome impact • Share best practices, use cases, and resources to encourage deeper engagement • Act as the voice of the customer within TigerConnect and provide feedback to internal teams • Partner with support and product teams to address customer challenges • Educate customers on compliance standards, including HIPAA • Identify upsell and cross-sell opportunities • Demonstrate ROI during renewal discussions and proactively address churn risks • Partner with Implementation and Professional Services teams on onboarding • Conduct tailored training for end-users and administrators • Collaborate with Sales and Professional Services throughout the customer lifecycle • Influence product development and marketing initiatives through customer insights • Encourage testimonials, webinars, and other customer advocacy initiatives • Stay current with customer success industry trends and best practices

🎯 Requisitos

• Bachelor's degree in healthcare, business, marketing, or a related field • 8+ years of experience in client success management or a related field • Experience in the B2B SaaS industry • Healthcare or healthcare tech experience required • Familiarity with clinical workflows, IT environments, and regulatory compliance in healthcare • Proficiency with SaaS platforms, data analytics, and integrations (e.g., EHRs) • Strong customer relationship management skills • Experience developing and implementing client success strategies aligned with business goals and objectives • Excellent communication and presentation skills • Strong analytical skills • Project Management experience, including managing success plans with clearly defined goals and timelines • Experience working with cross-functional teams including sales, marketing, and product • Knowledge of customer success best practices and industry trends • Ability to work independently and as part of a team in a fast-paced, dynamic environment • Experience with customer success tools such as Salesforce, Gainsight, or similar platforms preferred

🏖️ Benefícios

• Remote flexibility with teams across the US and globally • Prime office space in El Segundo, California • Medical, Dental, and Vision insurance for you and your family • 401k match • Wellness reimbursement program • Company-wide wellness days (extra days off to rest and recharge) • Flexible time off

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