Customer Success Manager - Remote

Overview

A Customer Success Manager (CSM) is responsible for ensuring customers achieve success and satisfaction with products and services. The CSM provides a voice, support, guidance, and knowledge resources to help customers achieve their business objectives and improve patient care through effective use of our products and services. Our CSMs create and implement customer strategies that work, resulting in high customer satisfaction and retention. The CSM should have extensive product knowledge, problem-solving skills, and the ability to develop trusted relationships. The CSM is also responsible to act as a liaison between the customer and internal teams, advocating for the customer while driving continuous improvement in our offerings.

In Short

• Build and maintain strong relationships with key stakeholders within customer organizations.
• Engage with customers to understand their challenges and ensure satisfaction.
• Present solutions that meet customer objectives.
• Provide guidance through strategic planning for customer success.
• Develop deep understanding of the company's product/service offerings.
• Act as the voice of the customer within the company.
• Identify opportunities for upselling or cross-selling.
• Address customer concerns and coordinate with internal teams for resolutions.
• Utilize customer data to derive insights and suggest improvements.
• Manage Quarterly Business Review process with customers.

Requirements

• 2+ years of experience in a CSM role, especially in an MSP environment or healthcare setting.
• Bachelor's degree in Healthcare, Business Administration, or related field.
• Proven experience in a customer-facing role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and customer-centric approach.
• Proficiency in CRM and/or CSM software.
• Ability to multitask and manage time effectively.
• Experience as a radiographer/application specialist is a plus.
• Strong relationship-building skills and attention to detail.
• Ability to work independently and as part of a team.

Benefits

• Opportunity to work remotely.
• Chance to contribute to patient care improvements.
• Engagement with a diverse customer base.
• Professional growth and development opportunities.
• Collaborative work environment.