Customer Success Manager, Mid-Market - Expression of Interest

Heidi • New York, NY

5d

About The Position

Heidi is seeking a strategic, relationship-focused Customer Success Manager to manage a portfolio of mid-market healthcare organizations. This expression of interest is for a role that is not currently open but is expected to be available in the near future. The role manages 20–30 accounts, typically with 30–250 users each, and builds relationships across clinical users and operational leadership.

The Customer Success Manager develops account-specific success plans, uses data to guide adoption, and supports customers through organizational change while protecting retention and identifying expansion opportunities. The work balances strategic planning with hands-on execution, including running pilots, leading implementations, conducting QBRs, and driving measurable customer outcomes. Success is measured by customer health, pilot-to-deployment conversion, adoption, renewals, and expansion across the portfolio.

Requirements

• 3–5 years of experience in customer success or account management at a B2B SaaS company, managing mid-market or complex accounts.
• Proven experience building relationships with senior stakeholders such as clinical leaders, operations managers, or practice owners.
• Strong analytical skills and experience using data platforms to generate insights and inform customer strategy.
• Track record of meeting or exceeding renewal and expansion targets in multi-stakeholder environments.
• Experience leading pilots, implementations, or rollouts involving multiple stakeholder groups.
• Excellent written and verbal communication skills, with the ability to tailor messaging to different audiences.
• Experience conducting QBRs, business reviews, or strategic account planning.

Nice To Haves

• Experience in healthcare SaaS or familiarity with clinical workflows and healthcare operations.
• Experience presenting ROI analyses and business cases to operational or executive stakeholders.
• Experience with CRM platforms, preferably HubSpot, and data analysis tools such as Omni or similar.
• Familiarity with change management methodologies or frameworks.
• Previous experience in a startup or high-growth environment.
• Experience with presentation tools such as Canva or Figma.

Responsibilities

• Create and maintain account-specific success plans aligned with customer objectives, mapping goals to metrics and milestones and ensuring each account has a next action, forecast, and clear owner.
• Conduct QBRs and value reviews that quantify outcomes, identify risks, and align customer stakeholders.
• Build and manage relationships across clinical and operational stakeholder groups, clarifying goals, roles, and adoption expectations.
• Influence senior stakeholders by translating clinical and operational complexity into clear decision frameworks; anticipate misalignment and recalibrate adoption expectations when needed.
• Create rollout plans with milestones, training waves, readiness checks, owners, schedules, and risk checkpoints.
• Manage pilots with explicit scope, timelines, success criteria, and debriefs; use playbooks and templates while adapting to customer contexts.
• Interpret usage, workflow adherence, and risk indicators to prioritize portfolio actions and explain what is working, what is not, and why.
• Develop clear narratives for QBRs and executive conversations, and provide portfolio insights to inform product and go-to-market strategy.
• Guide customers through workflow changes, product updates, and organizational transitions; communicate the rationale and support adoption across user groups.
• Use training waves, competency checks, and coaching sessions to reinforce change, adjusting rollouts to adoption signals and operational realities.
• Identify account growth opportunities and develop evidence-based expansion hypotheses using usage, stakeholder interest, and business outcomes.
• Partner with Applied AI to develop customer-centric expansion plans and protect revenue through proactive risk management and account planning.
• Coordinate handovers across Sales, Implementation, Adoption, and Renewal; advocate for customer needs and align internal teams during rollouts or escalations.
• Contribute to playbooks, process improvements, and internal knowledge sharing.
• Provide clear direction and feedback to Customer Success Associates supporting assigned accounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed