Senior Customer Success Manager

Job not on LinkedIn

🕒 April 3

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $105k - $115k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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TRAC Recruiting

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2007

🎯 Recruiter

🤝 B2B

Recruitment • B2B

TRAC Recruiting is a women-owned recruiting and staffing firm focused on high-quality, direct-hire placements across industries. The company emphasizes a “quality over quantity” model, building long-term partnerships with clients by deeply understanding their organizations and roles rather than relying on keyword matching. TRAC has particular experience supporting search funds, SaaS companies, and startups, and its team members each have 10+ years of staffing experience, specializing within different divisions to help clients scale effectively.

📋 Description

• Manage customer relationships for on-premise and cloud-based accounts by creating and maintaining a deep customer rapport, driving strategic retention, conversion, and expansion across each client relationship. • Become a subject matter expert (SME) of their Laboratory Information Software (LIS) by maintaining a deep understanding of its configuration, workflows, and integration capabilities to advise clients and internal stakeholders effectively. • Develop and execute customer-success playbooks that leverage data insights and automation to scale account engagement and improve lifecycle outcomes. • Maintain accurate, consolidated, and hygienic customer data by tracking key health indicators, renewal milestones, and usage trends to proactively address risk and uncover opportunities. • Advocate for customer needs and influence the product roadmap by collaborating cross-functionally with Product Management, Implementation, and Customer Success teams. • Design enablement initiatives and leveraging learning-management tools to maximize user proficiency and value realization by managing, identifying and addressing training or adoption gaps. • Support both client growth and internal strategy by providing feedback and analytics into actionable insights by monitoring and communicating pivotal changes in customer health. • Drive customer renewals and contract expansions by providing solutions to evolving client requirements and ensuring long-term partnership success. • Ensure delivery of quality and consistency with best practices and configuration standards at assigned accounts to support project scope and configuration needs.

🎯 Requirements

• 7+ years of experience in a customer success or related role • 4+ years of experience working in Software Training or Learning Management Software • 2+ years with Project Management Experience • 3-5 years of experience working with a CRM (Customer Relationship Management Software) • Healthcare SAAS experience preferred. • Bachelor's degree preferred.