Customer Success Manager (Healthcare)

Find•Herndon, VA

7d•Hybrid

About The Position

The Customer Success Manager (CSM) is a key member of Exostar’s Go-To-Market team. In this role, you will partner closely with customers to deliver outstanding experiences, ensure they realize maximum value from the Exostar platform, and help them operationalize our products within their business. The CSM collaborates with the Head of Customer Success, as well as leaders across Sales, Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations. You will be a visible contributor to the Go-To-Market team, bringing urgency, passion, and customer advocacy to every interaction.

Requirements

5+ years of experience in Customer Success or similar customer-facing role
Experience supporting customers in regulated industries (Healthcare, Life Sciences, Pharma)
Proven experience managing and closing renewal portfolios of $3M+ annually
Demonstrated experience generating and closing $250K+ expansion opportunities
Strong problem-solving mindset with a commitment to seeing issues through to resolution
Passion for helping customers achieve success
Strong executive presence and ability to engage customers at all levels
Ability to influence through persuasion, negotiation, and consensus building
Exceptional attention to detail

Nice To Haves

Experience supporting EMR/EHR vendors
Direct experience with IAM solutions within the Healthcare industry
Understanding of healthcare interoperability initiatives such as TEFCA/FHIR/HIPAA

Responsibilities

Partner with assigned customer accounts to ensure they achieve value from Exostar solutions—supporting renewal and expansion opportunities.
Develop and maintain a deep understanding of customers’ operational processes to guide usage of Exostar products and identify expansion opportunities.
Manage, prioritize, and drive resolution of open customer items by coordinating with internal Exostar stakeholders, providing proactive updates throughout.
Lead regular operational reviews with customers, discussing support tickets, case metrics, and ongoing performance.
Collaborate with services delivery teams to ensure successful execution of service engagements and extended support contracts for assigned accounts.
Mentor and train junior Customer Success team members as needed.
Support the development and implementation of systems and tools that provide performance metrics and insights into Customer Success effectiveness.

Benefits

A culture focused on employee growth, including internal promotions and educational assistance
A fun, engaging workplace with social and community-building activities
Comprehensive benefits and flexible time off plans

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