Customer Success Manager - Healthcare SaaS (USA-Hybrid)
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About The Position
The Customer Success Manager in Wolters Kluwer Health Clinical Surveillance and Compliance is responsible for ensuring customers achieve their desired outcomes while using our services. This includes guiding new customers through onboarding and adoption of the product to ensure a smooth start. Building and maintaining strong relationships with customers, understanding their needs, and acting as their advocate within our company. Assisting customers with issues or questions, coordinating with support teams, and providing solutions to enhance their experience. Monitoring customer usage, health metrics, and satisfaction levels to identify opportunities for improvement or upselling. Engaging customers with updates, new features, and best practices to maximize product value. Gathering customer feedback and insights to inform product development and improve service offerings. Working to ensure customer retention, manage renewals, and reduce churn by addressing potential concerns before they become issues. Partnering with sales, marketing, product, and support teams to align customer strategies and drive overall success. Overall, the CSM focuses on enhancing customer satisfaction, driving user adoption, securing revenue, and fostering long-term loyalty.
