Principal Customer Success Manager, Healthcare

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Reputation

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation's AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations.

📋 Description

• Serve as a strategic advisor and thought partner to senior client leaders • Maintain and deepen understanding of the client’s business, healthcare landscape, competitive environment, marketing strategy, and evolving priorities • Advise clients on leveraging Reputation’s platform, data, and insights to address strategic business and marketing objectives • Develop and execute account strategies focused on measurable outcomes, long-term value, retention, and growth • Build relationships with executive sponsors and stakeholders across marketing, operations, customer experience, digital, and other relevant functions • Bring healthcare, marketing, and business expertise to challenge assumptions, surface opportunities, and translate data and insights into actionable strategies • Lead strategic Executive Business Reviews and executive engagements demonstrating business impact and shaping future priorities • Partner with Sales on renewals and expansion opportunities while focusing on long-term customer value • Collaborate cross-functionally with Sales, Product, Engineering, Marketing, Data Science, and Support to advocate for customer needs and influence improvements • Lead complex customer challenges and escalations with sound judgment, executive presence, and sustainable resolution • Serve as a subject matter expert and internal resource on healthcare, marketing strategy, and enterprise customer success • Mentor and influence peers through expertise, thought leadership, and best-practice sharing • Help evolve Customer Success strategies, methodologies, and playbooks for complex enterprise and healthcare customers • Perform additional duties as assigned

🎯 Requirements

• Undergraduate degree typically required • 12+ years of progressive experience in Customer Success, strategic account management, consulting, marketing, SaaS, healthcare, or a related field • Significant experience working with healthcare organizations and strong understanding of the industry, its business dynamics, and evolving priorities • Deep marketing expertise, including marketing strategy, customer experience, reputation, digital presence, acquisition, or retention • Proven success managing complex enterprise SaaS relationships and influencing senior and executive-level stakeholders • Strong business acumen and curiosity • Exceptional consultative, analytical, and problem-solving skills • Ability to develop a point of view and make recommendations based on data, experience, and business context • Demonstrated ability to challenge clients constructively, ask insightful questions, uncover underlying needs, and influence strategic decisions • Advanced executive communication and presentation skills • Experience driving customer adoption, retention, renewal, expansion, and long-term strategic partnerships within enterprise accounts • Ability to navigate complex organizations, competing priorities, ambiguity, and high-stakes situations • Exceptional cross-functional leadership and ability to influence without direct authority • Advanced proficiency in Sheets/Excel, Slides/PowerPoint, and data visualization and presentation tools • Passion for healthcare, marketing, customer strategy, and using technology and data to solve meaningful business problems • Applicants only; no 3rd party agency candidates

🏖️ Benefits

• Flexible PTO for salary paid employees • Hourly employees accrue PTO based on tenure and receive 5 sick days annually; sick days are available day 1 • PTO accrues on a per paycheck basis • 10 company paid holidays plus 4 “Extended Company Holidays” • Multiple medical and dental plan options • 100% company paid vision coverage • 401k available through Fidelity • Paid Parental Leave for all eligible employees as of day 1 of employment • Employer paid short and long term disability and life insurance • Critical Illness, Accident & Hospital Indemnity insurance • Employee Assistance Program (EAP) • PerkSpot employee discount program • Wellhub (Gym Pass) access to virtual wellbeing apps, coaching, and gym memberships • Carrot Fertility support for fertility, family planning, maternity, parenting, and hormonal health • Omada virtual prevention and physical therapy program • Ladder supplemental life insurance • SoFi financial wellbeing platform with 1:1 advice • Fetch pet insurance discount program • Spring Health for Guardian virtual mental health support • XP Health for Guardian virtual eyewear platform • Rate.com mortgage services discount program