Senior Customer Success Manager, Strategic Accounts

Job not on LinkedIn

November 6

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🏆 Customer Success

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AndGo by Goodyear

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Transport • SaaS • Enterprise

AndGo by Goodyear is a service platform designed to simplify fleet servicing. The company provides a digital network that allows for scheduling vehicle services quickly and efficiently through a wide network of integrated service providers. Their services are focused on improving communication and coordination between fleet managers and service providers, reducing the necessity for phone calls and emails. By utilizing customized job forms, AndGo ensures consistent service quality across various markets. The platform allows fleet managers to manage service records and appointments in real-time, enhancing operational efficiency.

11 - 50 employees

🚗 Transport

☁️ SaaS

🏢 Enterprise

📋 Description

• Own the complete customer lifecycle post-implementation, responsible for driving adoption, ensuring long-term product utilization, and maximizing customer lifetime value (CLV). • Build and maintain executive level relationships across large healthcare organizations, specifically targeting decision-makers, contract owners, and strategic stakeholders. • Tailor a comprehensive long term success plan for each strategic client, clearly aligning their operational objectives, IT roadmap, and financial goals with the prescriptive use of Andgo features. • Lead Executive Business Reviews (EBRs) that are focused on ROI demonstration, presenting deep data analysis on usage, efficiency gains, and staffing optimization enabled by Andgo. • Proactively manage the renewal process and revenue expansion by identifying and articulating the value of new features, modules, and user expansion opportunities. • Expertly utilize customer health metrics and data to predict churn risk, then design and implement targeted prevention procedures to secure and stabilize the book of business. • Develop and execute initiatives to increase user adoption, ensuring customers derive continuous and increasing value from the platform. • Serve as the primary strategic advisor and expert on the Andgo platform, the Healthcare WFM space, and relevant technologies (e.g., UKG). • Work closely with internal Andgo teams and leadership to champion the customer's voice, translating their strategic needs, user trends, and feedback into actionable product and service improvement opportunities. • Ensure strict adherence to customer contracts and Service Level Agreements, providing transparent communication and coordinating internal resources to meet commitments. • Encourage and facilitate customer advocacy by securing case studies, testimonials, references, and contributing to a valuable customer community.

🎯 Requirements

• 5+ years of experience in a high touch, customer-facing Customer Success or Strategic Account Management role within a B2B SaaS environment. • Experience working with Strategic Enterprise Customers and managing complex relationships across multiple departments (IT, HR, Clinical Operations). • Direct experience working in the Healthcare industry, with familiarity in Human Resource Management systems (specifically UKG) and enterprise workforce scheduling. • Proven, verifiable track record in achieving challenging growth and retention goals within an assigned book of business. • Exceptional communication skills, with the ability to measure and articulate value effectively to multiple personas: C-level, technical influencers, and Subject Matter Experts. • Experience with enterprise wide applications and modern SaaS Healthcare IT environments.

🏖️ Benefits

• Remote-Friendly : Work from anywhere in the United States. (West Coast preferred) • Health & Dental Benefits : Comprehensive health and dental coverage. • 401(k) Match : Employer-matched 401(k) plan to help you invest in your future. • Professional Development : Budget for professional development to help you grow in your career. • Vacation : 4 weeks of vacation to recharge and relax. • Statutory Holidays : 12 company-recognized statutory holidays each year. • Flex/Bonus Days : 2 additional flex days each year to use however you need. • Sick/Wellness Days : Unlimited paid sick and wellness days to support your health and wellbeing. • Flexible Hours : Flexible working hours to suit your lifestyle. • 10% Time : Opportunity to work on side projects of your choosing. • Home Office Setup : Budget to set up your home office. • Great Team : Collaborative and supportive team members. • Impact : Opportunity to make a significant impact in the healthcare industry.