Customer Success Manager

Centella•Miami, FL

16d•Onsite

About The Position

The CSM is a customer-facing role focused on the success of key client relationships. They act as trusted advisors for strategic accounts, managing equipment and service solutions from onboarding through long-term support. The role blends portfolio, relationship, asset, and project management — always aligning Centella's solutions with each customer's needs. Key roles: Be the main point of contact for key accounts, coordinating services and tracking performance. Work in person at different customer sites on a regular basis. Build strong relationships with customer stakeholders through regular on-site check-ins and business reviews. Track all equipment (current, removed, and planned) and monitor its performance/utilization. Lead implementation of new equipment and service rollouts. Create and maintain a customer playbook (onboarding guide, engagement cadence, key metrics). Present Customer Business Reviews showing ROI and performance. Spot and solve problems early to prevent churn. Support sales by flagging new opportunities within accounts.

Requirements

Bachelor’s degree (medical, engineering, or business — healthcare background is a plus).
3 – 5 years or more of experience managing strategic healthcare accounts.
Technical proficiency in understanding how medical technology is integrated and utilized within health systems.
PMP Certificate or experience with portfolio management, asset management, project management, and exceptional organizational and time-management skills.
Process improvement experience,
Excellent verbal and written communication with an emphasis on empathy, negotiation, problem solving under pressure, and solution-oriented responses.
Track record of successful planning and execution of Presentations, specifically Customer Business Reviews & Customer input sessions.
Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible.
Must have a clean driving record and a reliable vehicle.
Experience using cloud software, such as Dynamics is preferred.

Nice To Haves

Preferred Lean Six-Sigma Certificate (Yellow, Green, or Master/Black Belt).

Responsibilities

Provide comprehensive customer success management for the HTS portfolio and account relationships.
Coordinate services and tracks service performance to ensure equipment services are completed in collaboration with service teams.
Manage post-sales activities, collaborating and liaising between internal and external teams.
CSAM must support activities from all internal and external stakeholders throughout the customer’s life cycle.
Responsible for developing and maintaining relationships within key accounts facilitating communication with cross-functional Centella teams and customers.
Establish a regular cadence of engagements with key account stakeholders to systematically review and address service issues, needs, and ongoing concerns.
Oversee and manage the implementation of Healthcare Technology Equipment and Services within Health Systems in collaboration with Centella teams.
Design and maintain a customer playbook to include an onboarding guide, key customer engagement guide, key account metrics and effective workflow processes.
Conduct Customer Business Reviews to the stakeholders of a Health System, providing a high-level overview of key performance metrics on deliverables, as well as equipment service, cost analysis and project updates.
Demonstrating to stakeholders the ROI of Centella’s service deliverables and upkeeps.
Identify and design service solutions, resolving customer issues and optimizing workflows, between Centella and accounts having an extensive portfolio.
Documenting all customized service solutions to facilitate workflows between Centella and Customers.
Leads participation in strategic customer input sessions to identify and drive key solutions for customer success. (i.e., operations budgeting, asset management, capital planning & procurement, KPI goal alignment, etc.)
Pro-actively address issues to ensure smooth workflow processes, mitigating potential risks of customer complaints and churn.
Ensure customer satisfaction to generate growth and provide sales and service departments with leads on new opportunities.
Deliver value through the creation of a customer life-cycle strategy and annual operating rhythm that incorporates maintenance, inventory, asset utilization, capital planning and overall key performance metrics review.
Onboard and implement Healthcare Technology Solutions (HTS); manage inventory and risk during rollout.
Keep compliance docs current (manuals, safety docs, service reports); ensure equipment passes inspections.
Assist with PM scheduling, quotes, and PO’s.
Back up the HTS Onsite Manager, including leading the onsite team when needed.