Customer Success Manager, Cohort

RLDatix•Remote,

118d•Remote

About The Position

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day. We’re searching for a Customer Success Manager to join our team team, so that we can ensure that our customers’ healthcare organizations derive maximum value from our innovative software solutions. The Customer Success Manager will will actively participate in onboarding new clients, tracking and managing account health and sentiment, and ensuring and growing successful usage of RLDatix’s solutions through usage strategies to drive customer satisfaction, adoption, and retention. This is an exciting time to join RLDatix as we are building the CS function. We're looking for individuals who like the challenge of building and transforming. The day one focus for this role will be working alongside the Relationship Management team to learn renewals and support the transition to the CS team. Since the CS Team is still building, reporting lines may roll up to Relationship Management in the interim, as we are also actively recruiting for the leader of the Customer Success team.

Requirements

3+ years of experience in a Customer Success role within a Healthcare SaaS company
Proven success in managing customer engagement, optimizing usage and outcomes, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS.
In-depth knowledge on how to leverage data to drive customer insights and business decisions.
Sincere interest in building long-term relationships with customers
A knack for working collaboratively within a fast-paced, evolving team

Responsibilities

Build and maintain trusted, long-term customer relationships, earning respect and trust on behalf of RLDatix
Develop and manage success plans using objective data, in collaboration with the account team.
Measure and analyze CSAT (Customer Satisfaction) by solution to identify trends and determine any necessary corrective actions.
Proactively manage customer communications, tailoring information to customer-specific needs and aligning it with their mission and desired outcomes.
Drive adoption by sharing relevant usage data, share ‘best practice’ goals, promote upcoming webinars and thought leadership events on products and solutions.
Ensure a seamless renewal process by monitoring and managing client health, satisfaction, escalations, and sentiment.