Customer Success Manager

Qualifacts • Tampa, FL

3d • Onsite

About The Position

The Customer Success Manager is responsible for the health, satisfaction, and engagement of assigned customer accounts. This role involves utilizing and improving current methodologies to ensure customer success aligned with program metrics. The manager will capture customer data, gather market intelligence, and translate this information internally to departments to prioritize needs, enhance customer experience, and drive product improvements. Key responsibilities include assessing customer satisfaction, identifying business needs to mitigate churn risk, driving billable services and add-ons, and managing customer escalations. The role also focuses on building relationships with key customers for training and marketing events, understanding how customers use the system to benefit the broader community, and supporting product adoption through strategic business reviews. The Customer Success Manager will also execute departmental KPIs and metrics.

Requirements

• 2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications
• Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts
• Demonstrated leadership abilities and achievement orientation
• Highly self-motivated and directed
• Superior attention to detail
• Passion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiative
• Ability to assess needs and produce solutions to target those needs
• Skills to effectively manage peers as part of a collaborative project
• Initiative, motivation, creativity, and ability to understand many areas of expertise
• Ability to communicate professionally with all levels of management and happy/unhappy customers
• Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing
• Extremely organized and skilled in project management (for the sake of action plan management)
• Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues
• Strong presentation, verbal, and written communication skills
• Ability to take line-item action plans and turn them into strategic business reviews for executive briefings
• Able to work and communicate effectively with Customers’ technical and non-technical representatives, including C level contacts
• Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools

Nice To Haves

• Bachelor’s degree in related area preferred (experience in lieu of degree)
• exposure to behavioral/mental health care strongly preferred
• Experience in the behavioral health industry, preferred
• Experience working with CSM applications, preferred
• Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred
• Group presentation skills, preferred

Responsibilities

• Owns the health, satisfaction, and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics
• Ensure consistent data capture from Customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned accounts; translate and communicate internally to company departments to help define priority of need, improve Customer experience and drive product improvements
• Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons; identify resources and develop and execute plans to address gaps. Manage Customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up
• Builds relationships with showcase customers to drive them to partner in training and marketing events, and reference programs; engage with key users to understand how they mesh the “best practice” with the system “feature/function”; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through our training, documentation, and marketing events
• Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers
• Execute to successful completion of departmental KPI’s, metrics, etc

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree