Customer Success Manager

Job Description:

Customer Success Manager (CSM)

We are primarily seeking candidates in Nashville or Tampa to work a hybrid schedule in either office location.

Summary of the Customer Success Manager (CSM)

The Customer Success Manager is a key role within the Customer Success department responsible for the system and customer health, satisfaction, and engagement of assigned Customers. Through regular engagements with Customers, the individual in this role will drive customer satisfaction, retention, and referenceability through key messaging, data collection, and action planning. Core components of engagement with assigned accounts include assessing Customer satisfaction, challenges, opportunities, awareness of offerings, health of use of product and services available (ROI analysis); and delivering key updates as well as acting as direct line back to the company in event of an escalation. This role works directly with the Customer to connect them with the right department aligned to either their business challenge or opportunity; and manages action plans to solve pain points, celebrate successes, and ensure optimal experience for the account. 

Additionally, the individual in this role will ensure the consistent collection and internal dissemination of important Customer, state, and industry information, and serve as an internal subject matter expert for all assigned Customers. 

Success for this role is measured by customer engagement, satisfaction, revenue, and referenceability.  

Responsibilities for the Customer Success Manager (CSM)

• Own the health, satisfaction, and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics 
• Ensure consistent data capture from Customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned accounts; translate and communicate internally to company departments to help define priority of need, improve Customer experience and drive product improvements 
• Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons; identify resources and develop and execute plans to address gaps. Manage Customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up 
• Builds relationships with showcase customers to drive them to partner in training and marketing events, and reference programs; engage with key users to understand how they mesh the “best practice” with the system “feature/function”; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through our training, documentation, and marketing events 
• Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers 
• Execute to successful completion of departmental KPI’s, metrics, etc.

Qualifications of the Customer Success Manager (CSM)

• Bachelor’s degree in related area preferred (experience in lieu of degree) 
• 2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred 
• Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts 
• Experience in the behavioral health industry, preferred 
• Experience working with CSM applications, preferred 
• Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred 
• Demonstrated leadership abilities and achievement orientation 
• Highly self-motivated and directed 
• Superior attention to detail 

Knowledge, Skills, and Abilities of the Customer Success Manager (CSM)

• Passion for customer satisfaction and belief in accountability, teamwork, collaboration, adaptability, and initiative 
• Ability to assess needs and produce solutions to target those needs 
• Skills to effectively manage peers as part of a collaborative project 
• Initiative, motivation, creativity, and ability to understand many areas of expertise 
• Ability to communicate professionally with all levels of management and happy/unhappy customers 
• Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing 
• Extremely organized and skilled in project management (for the sake of action plan management) 
• Group presentation skills, preferred 
• Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues 
• Strong presentation, verbal, and written communication skills 
• Ability to take line-item action plans and turn them into strategic business reviews for executive briefings 
• Able to work and communicate effectively with Customers’ technical and non-technical representatives, including C level contacts 
• Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools 
• Must be able to travel 25% of the time 

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.