Senior Customer Success Manager – Healthcare

🔥 20 minutes ago

🇺🇸 United States – Remote

💵 $97k - $112k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Hyland

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Hyland is a company that provides a collaborative community platform for its customers and partners, offering access to resources such as products, solutions, and updates. The platform enables users to share feedback, ask questions, and connect with each other, fostering operational knowledge and organizational value. Hyland Community aims to enhance user experience by facilitating interaction between experts and community members.

📋 Description

• Drive retention and growth throughout the customer lifecycle from contract signature through renewal and expansion • Act as a trusted point of contact and primary customer representative • Collaborate with customers to understand business objectives • Design comprehensive Success Plans with clear objectives and monthly-reviewed tasks • Mitigate risk through early intervention and execute Save Plans with account and leadership teams • Rally internal resources and take corrective actions to protect ARR and mitigate churn • Deliver business reviews and collaborate with departments on their design and delivery • Advocate internally for customer product feature priorities and feedback • Align with the product team to influence the product roadmap • Build customer advocates who provide references and share success stories at events • Partner with internal teams to prevent and manage critical escalations • Keep leadership informed and represent the customer voice to support, marketing, sales, services, partners, and product strategy • Coordinate resources to resolve customer questions, concerns, and issues • Work with internal teams to fulfill customer commitments • Mentor, coach, train, and provide feedback to team members • Influence team growth and quality through knowledge sharing and coaching on best practices

🎯 Requirements

• Bachelor's degree or equivalent experience • Minimum 2 years of experience as a Customer Success Manager • Experience managing or participating in projects • Healthcare operations knowledge • Strong oral and written communication skills • Ability to handle sensitive information with discretion and tact • Strong organizational, multitasking, and time management skills • Ability to manage projects to completion with minimal oversight • Ability to thrive in a fast-paced, deadline-driven environment • Strong collaboration and interpersonal skills • Strong business and technology acumen • Strong knowledge of Microsoft operating systems and products • Strong company software technology knowledge • Demonstrated ability to influence, motivate, and mobilize team members and business partners • Ability to establish rapport, gain trust, and achieve consensus • Ability to translate goals into implementation of new ideas and design solutions • Experience developing and executing comprehensive Save Plans to protect ARR and mitigate churn • Experience building customer advocates and references • Experience sharing success stories at events and industry forums • Experience contributing to team growth and quality through knowledge sharing and coaching on current best practices • Proficiency with Microsoft Windows, Microsoft Office, Gainsight, Claude, and Salesforce

🏖️ Benefits

• Career development resources • Wellbeing programs • Innovation practices • Employee initiatives and giving campaigns • Inclusive workplace culture