Customer Success Manager

Florence Healthcare•Atlanta, GA

About The Position

As a Customer Success Manager (CSM), you will promote customer retention and contribute to a positive customer experience with Florence. You will build close relationships with end users, work directly with customers to solve problems, and support their satisfaction throughout the customer lifecycle. The role focuses on building loyalty and long-term retention by presenting product information, addressing customer issues, and helping customers realize value across their organizations. You will work with colleagues across Account Management, Sales, Implementations, Development, and Product to provide value-added services. You will monitor customer adoption and account health, develop programs that support successful product adoption, lead customer meetings and business reviews, and help improve the customer experience through training, education, and resolution of customer concerns.

Requirements

Bachelor’s degree.
At least 2 years of experience working in a healthcare or SaaS environment.
Proven critical-thinking and problem-solving skills, including balancing multiple priorities and addressing team or prioritization conflicts.
Ability to assess situations, identify next steps, implement action plans, and hold others accountable for deliverables and deadlines.
Ability to work independently and be resourceful when faced with ambiguity.
Commitment to providing white-glove service to users.
Ability to analyze problems, identify root causes, and propose solutions.
Ability to guide users to solutions.
Ability to work as a team player and interact with other departments.
Exceptional communication skills and ability to foster positive business relationships.
Technical understanding of products and ability to offer insight and tips on using product features.

Responsibilities

Collaborate with Florence team members in Account Management, Sales, Implementations, Development, and Product to provide value-added services to customers.
Analyze user adoption and engagement to support the long-term success of customer programs.
Measure, monitor, and ensure the health of the assigned client base.
Assist in developing programs that support customer success and adoption.
Lead customer check-ins and ad hoc meetings.
Drive customer value through engagement and retention strategies.
Assist in creating training courses and educational materials as needed.
Review customer complaints and concerns and seek to improve the customer experience.
Take responsibility for satisfaction and retention across the assigned client base.
Facilitate Customer Business Reviews according to each client’s defined cadence.