Senior Customer Success Manager

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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👻 Ghost score 10%

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TigerConnect

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

Healthcare

TigerConnect is healthcare’s most widely adopted communication platform – uniquely modernizing care collaboration among doctors, nurses, care teams, and patients. It combines a consumer-like user experience for both clinical and patient communication with serious security, privacy, and clinical workflow requirements that today’s healthcare organizations demand. TigerConnect accelerates productivity, reduces costs, and improves patient outcomes, trusted by more than 7,000 healthcare organizations.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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