TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
As a Customer Success Manager - Enterprise at TigerConnect, you will play a crucial role in ensuring the success and satisfaction of our valued customers. Leveraging your deep product knowledge and healthcare domain expertise, you will work closely with executive stakeholders and key decision-makers to guide our customers in achieving their business outcomes through a consultative and strategic approach.
What You'll Be Doing:
Customer Engagement:

• Demonstrate deep product knowledge to identify customer opportunities for driving long-term value
• Draft and execute mutual customer value plans and maintain strong relationships with executive stakeholders and key economic buyers

Consultative Approach:

• Become a Trusted Advisor for customers, guiding them toward achieving their business objectives
• Lead strategic onsite customer meetings, Business Value Reviews (BVRs), and build customer trust

Data-Driven Insights:

• Proactively monitor customer health across core metrics and understand the "next best action" based on data trends
• Understand and demonstrate key value drivers, anticipating expansion and renewal needs within the customer base

Commercial Orientation:

• Maintain composure under pressure, demonstrating a solution-oriented and consultative approach
• Possess an executive presence with a commercial orientation to problem-solving

Performance Metrics:

• Collaborate with the team to achieve and exceed performance metrics, including but not limited to:

• Customer Net Promoter Score (NPS)
• Percentage of renewals completed
• Customer Quarterly Business Review (QBR) completion
• Regular cadence of customer interactions
• Feature and user adoption rates
• Customer Health Score
• Gross Renewal Rate (GRR) of portfolio quarterly
• Net Renewal Rate (NRR)

What You Bring:

• Bachelor's Degree in Business, Healthcare, Marketing or other related field
• Minimum of 8 years of experience in the SaaS industry
• Healthcare domain knowledge is highly desirable
• Customer Success experience managing a book of business plus large enterprise relationships with deep technical/product needs driving strong product adoption, retention, and expansions
• Energetic, positive, passionate and technical acumen to learn new products and tools - a core value for TigerConnect is Be Curious
• Willingness to travel to client sites as needed for client facing or internal team meetings

Perks & Benefits We Offer:

• Remote-friendly with teams across the US and internationally, plus prime office space in one of the major tech ecosystems of California complete with a loaded fridge and tons of other perks
• Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match
• Focus on mental and physical wellness through annual programs including reimbursements, company-wide wellness days, and volunteer opportunities
• Mission-driven team members who love what they do and go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows to allow for better patient care
• LinkedIn Learning License for you to continue self-paced learning
• Flexible time off policy for salaried employees with no limit on the number of days off

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We've been recognized as one of the Best Places to Work in Los Angeles (2022), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000's list of Fastest Growing Companies.
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.