Customer Success Manager

HART, INC.•Bozeman, MT

About The Position

The Customer Success Manager is responsible for managing post-delivery customer relationships for assigned accounts, with a focus on account retention, stakeholder mapping, and uncovering future opportunities for increased revenue. You will act as a strategic partner—navigating complex healthcare systems, deepening relationships after project completion, understanding the organizational landscape, and identifying opportunities to help customers solve data lifecycle challenges. This position carries a quarterly customer retention and expansion target.

Requirements

5+ years in customer success, account management, or customer relationship roles—preferably in Healthcare IT or enterprise B2B
Understanding of how healthcare systems operate, including the challenges of navigating large, matrixed organizations
Strong interpersonal skills, with the ability to earn trust across departments and roles
Excellent organizational and communication abilities
Familiarity with CRMs (e.g., HubSpot, Salesforce)
Comfortable interpreting technical information and managing complex customers
Customer Retention Rate = 90%+ of customers engaged post-project
Expansion Opportunities Sourced = 5–10 warm leads/quarter
Stakeholder Maps Completed = 100% of strategic accounts
CRM Accuracy & Updates = 95%+ contact and note coverage
Customer Check-ins Completed = Customer Review (C360) Profile (All assigned accounts quarterly)
Maintain 100% completion and updates of for assigned accounts within applicable systems: Customer overview (industry, segment, ARR, lifecycle stage), Key contacts & stakeholders, Product usage/adoption metrics (can we do this today???), Health score & sentiment, Business goals & outcomes, Open risks, blockers, or churn signs, Opportunities for expansion or advocacy, Recent engagements & planned next steps

Responsibilities

Serve as the primary point of contact after project delivery
Conduct post-project reviews and gather structured feedback
Maintain regular customer touchpoints for assigned accounts to ensure continued satisfaction and trust, no less than quarterly. Monthly is preferred.
Monitor account health and proactively identify risks or dissatisfaction
Ensure customers fully understand and recognize the value of our services, and are aware of Hart’s current and future portfolio of health data management solutions
Map customer organizations to identify key stakeholders, influencers, and decision-makers
Understand how decisions are made within complex health systems
Track org changes within assigned accounts and update stakeholder maps as customer structures evolve
Maintain accurate CRM records of contacts across IT, compliance, clinical, and administrative teams
Identify opportunities for future services (e.g., additional migrations, archival, reporting), log opportunities within CRM
Partner with sales to develop and execute account growth strategies
Nurture existing relationships into repeat business and referrals to other departments within these accounts or to new business opportunities for sales
Track and report on expansion activity and customer pipeline monthly
Provide structured customer feedback to improve service delivery and product offerings
Work closely with operations, marketing, and leadership on account strategy
Collaborate on the development of testimonials, case studies, and customer success stories
Help refine account management processes and playbooks as the company scales