Senior Customer Success Manager

We pride ourselves on delivering exceptional value and unparalleled customer experiences. As a Senior Customer Success Manager, you will be responsible for ensuring the successful adoption and optimization of our products, driving long-term customer value and  developing relationships with key stakeholders.  This role requires a proactive, results-driven individual with a deep understanding of customer success best practices and a passion for enhancing the customer journey.

• Lead a portfolio of customers and work cross functionally with our Account Management, Services, Support, Product and Engineering teams to manage relationships, set expectations and support day-to-day operations in ensuring that our customers drive business success with their 1upHealth investment.
• Analyze customer data and feedback to identify trends and opportunities for improvement. 
• Own the identification  of key customer needs as well as renewal and expansion opportunities, translate them to internal tasks, and execute.
• Maintain a high level of client engagement, satisfaction and loyalty, as measured by customer health score and associated team level KPIs.
• Own customer communications to meet mutually agreed goals, including but not limited to, strategic business reviews, driving operational touchpoints, and creating and maintaining Success Plans.
• Partner with the 1upHealth Product team to identify new features and requirements based on customer feedback; communicate product roadmap and internally advocate for the voice of the customer.
• Articulate and/or escalate the customers’ business requirements, key architecture considerations and/or issues to Support, Product, and Engineering teams.
• Develop strong relationships and collaborate with your team of Customer Success Managers, Account Managers, Implementation Managers, and Support Engineers to ensure customers have an optimal experience and achieve their desired outcomes
• Work closely with Account Management and Marketing teams to identify and capitalize on upselling and cross-selling opportunities, and to develop effective customer advocacy programs
• Bring your great ideas and experience to help us build an enterprise-class customer success practice

• 7+ years of Customer Success Management experience managing usage of technology/software solutions in a healthcare or healthcare technology setting, Healthcare industry domain expertise, including robust knowledge of at least one of the following: value-based care, electronic medical records, quality programs, health information management, and/or insurance markets (Commercial, Medicare and/or Medicaid)
• Experience in both internal and external training and development initiatives, enhancing team knowledge on customer-related issues, and educating customers on product features and best practices
• Data-driven, strategic thinking skills with experience analyzing and synthesizing information and then leveraging that insight to drive customer engagement, actions, and improvements
• Track record of effective client engagement as measured by customer LTV impacts
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Experience in working across the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, opportunity identification, and account management)
• Ability to distill complex technical concepts into tailored communication for internal and client stakeholders
• Skilled in conflict resolution and advanced problem-solving, capable of handling escalations and resolving complex customer relationship issues
• High degree of proficiency in CRM and modern SaaS CS tools
• Experience with SQL, and data visualization tools, e.g. Tableau or PowerBI
• Prior start-up experience helpful: enthusiasm and ability to excel independently in a fast-paced, and evolving environment with a “get it done” attitude

• Experience in SaaS delivery and engagement models
• Experience in healthcare interoperability specific to Payer systems (claims, enrollment, provider data, etc.)
• Ability to engage effectively with Regulatory and Compliance stakeholders within healthcare payer organizations

 This position may require up to 25% travel to customer and internal business meetings.

1upHealth only uses email domains of First Name. Last [email protected] or [email protected] to communicate with prospects. You will never receive an email from a third-party email service such as gmail. In addition, we will never ask a candidate for employment to share personal information (such as banking information, social security numbers, passport, etc), purchase their own equipment, or pay to apply to an open position.