The InterSystems Customer Success Management team's mission is to ensure our End-User Customers (in Health Care, Public, and Financial Services segments) maximize adoption of our software solutions, gain expected and measurable business value, and achieve high on-going satisfaction with our partnership. Customer Success Managers (CSMs) play a critical leadership and execution role partnering with customers and teams in sales, sales engineering, client services and support, professional services, product, and marketing, to fulfill this mission.
Customer Success Manager (CSM) Key Responsibilities:
- Drive positive and increased adoption across an assigned portfolio of End-User customers (8-20 depending on revenue & complexity) to ensure they achieve maximum value from InterSystems solutions.
- Understand and track customer’s business objectives, priorities, and value KPIs to ensure adoption activities and our partnership are aligned to deliver against goals.
- Lead proactive adoption activities and deliverables such as MSPs, Value Assurance Check-ins, QBRs, and involve sales, sales engineering, client services & support, professional services, product and others.
- Build and strengthen customer executive and operating team relationships with key stakeholders (I.e., CIO/CTO, Program Sponsor, Leads for IT, Interoperability, Analytics and Clinical outcomes).
- Lead and facilitate post-go-live customer cadence calls following strong program management practices, ensuring agenda are aligned to drive progress and resolve issues and the right InterSystems experts are involved.
- Act as the program manager on major customer issues, requirements, and/or expectation gaps that require strong alignment and communication across multiple departments (such as customer support, product management, development, sales engineering, sales, training/education, etc.) to deliver successful outcomes.
- Monitor customer health data/KPIs to anticipate major risks/opportunities, mobilize and drive resources required to act based on the CSMs assessment.
- Ensure customers are aware, educated and capitalizing on contracted product capabilities, upcoming fixes/patches, security updates and other releases, leveraging InterSystems product experts in sales engineering and product management.
- Be viewed as a “trusted advisor” by consistently providing data-backed recommendations to improve adoption and bringing in the right experts.
- Provide “voice of the customer” feedback to Product Management and Services on improvements and fixes to increase adoption, value, performance, and stability.
- Identify customer use case and solution expansion opportunities as they emerge, communicate them to the responsible sales executive and sales engineer to act on.
- Represent and promote core InterSystems values; be respectful of client relationships, ensure an excellent relationship based on trust, adaptability, and integrity.
- Drive Customer Success initiatives, such as playbook development, Voice of the Customer-Net Promoter Score (NPS) survey and other tools.
Required Qualifications:
- 5 + years’ experience in customer facing roles in customer success, professional services, or account management focused on software, SaaS or managed services.
- 3+ years' experience in the Healthcare delivery, Healthcare insurance operations or Financial Services industries.
- Demonstrated experience managing and nurturing a portfolio of complex customers contributing $5M+ in ARR, and delivering successful KPIs such as NPS, NRR, Customer Success Stories and References.
- Strong communication skills with demonstrated ability to interact with and present to cross functional senior management stakeholders at customers and internally.
- Strong project management, workflow, and data analytics skills.
- Strong proficiency working with teams in professional services, product management, development and technical customer support
- Understanding SaaS/Cloud technologies, related benefits, and success requirements.
Preferred Qualifications:
- Extensive prior work experience in healthcare and with healthcare technology at a software, or implementation consulting company, or at a Healthcare provider or Healthcare insurance plan company.
- Strong, practical knowledge of HL7, CCD, FHIR and other existing healthcare data interchange and interoperability standards.
- Prior work experience leading complex technical healthcare implementation programs to successful go-lives and managing subsequent transitions to operations.
- Experience with data analysis and BI tools such as Power BI, Tableau, Qlik, SAS, R, etc.
- Strong familiarity and experience building customer account plans with sales and executing customer success management milestones such as Mutual Success Plans and QBRs.
Education:
Bachelor’s degree or higher in a technical, business management, or healthcare-related field. Advanced degree preferred
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
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What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business.
Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries.
What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running.
If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
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For the first 3 or 6 months (experience and role dependent), we ask our employees to work in the office 5 days a week. After that time, our employees receive 24 work from home Fridays to use at their discretion throughout the year.
