Customer Success Manager

Florence Healthcare - US•Atlanta, GA

11d

About The Position

Florence Healthcare’s Customer Success Manager helps promote customer retention and deliver a positive experience throughout the customer lifecycle. The role builds close relationships with end users, helps resolve customer problems, presents product information, and drives value and loyalty across customer organizations. The CSM works with internal teams to support customer programs, adoption, engagement, satisfaction, and long-term retention.

Requirements

Bachelor’s degree.
At least 2 years of experience working in a healthcare or SaaS environment.
Critical-thinking and problem-solving skills, including the ability to balance multiple priorities and address 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 part of a team and interact with other departments.
Exceptional communication skills and ability to foster positive business relationships.
Technical understanding of products and ability to provide insights and tips on using product features.

Responsibilities

Collaborate with 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 maintain the health of the assigned client base.
Assist in developing programs that support customer success and product adoption.
Lead customer check-in 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.
Be responsible for overall satisfaction and retention of the assigned client base.
Facilitate Customer Business Reviews according to each client’s defined cadence.