Customer Success Manager – SaaS / Healthcare Technology

Vital Interaction•Austin, TX

4d•Remote

About The Position

As a Customer Success Manager (CSM), you’ll manage and nurture relationships with high-value customers, drive their success, and ensure they receive maximum value from our solutions. You’ll blend strategic thinking, deep product knowledge, and exceptional communication skills to address complex needs and contribute to the growth of our customer success department.

Requirements

5+ years in customer success, account management, or a related field
3+ years in a senior or lead role
Exceptional interpersonal and communication skills with executives and stakeholders
Strong problem-solving abilities and experience resolving complex issues
Proficiency in data analysis to drive decision-making
Proven project management experience with cross-functional teams
Comfortable explaining technical concepts to non-technical audiences
Highly independent, proactive, and detail-oriented
Skilled at managing multiple priorities simultaneously

Responsibilities

Customer Relationship Management: Build and maintain strong, long-term relationships with key stakeholders, including executives.
Strategic Planning: Develop and implement success plans aligned with customer business goals.
Onboarding & Training: Oversee onboarding for new customers, ensuring smooth adoption of our products.
Advocacy & Growth: Champion customer needs internally to drive product improvements.
Issue Resolution: Collaborate cross-functionally to resolve customer challenges quickly and effectively.
Data Analysis: Monitor customer health, identify opportunities, and measure success using metrics.
Mentorship: Share best practices and support the growth of junior CSMs.
Project Management: Lead key customer projects to on-time, successful completion.
Upselling & Renewals: Identify opportunities, negotiate terms, and ensure mutual satisfaction.
Change Management: Help customers navigate product changes with minimal disruption.