Customer Success Manager

Rhapsody • Boston, MA

14d • $80,000 - $100,000

About The Position

The Customer Success Manager (CSM) will play a pivotal role in ensuring long-term customer retention and satisfaction. The CSM will be responsible for overseeing a portfolio of strategic & mid-market accounts, strategically renewing your customer base while providing expert guidance and fostering strong partnerships. You will develop strong customer relationships to deliver exceptional value to your customers while also providing seamless customer service.

Requirements

• Education: Bachelor’s Degree or equivalent preferred
• Experience: 5+ years of experience in a Healthcare IT and/or Customer Success Management/Account Management related role in technology.
• Knowledge of the healthcare IT market in the U.S. is preferred.
• Salesforce experience is preferred.
• Embrace AI-enhanced workflows: Leverage AI tools (e.g., ChatGPT, GitHub Copilot) to increase efficiency, improve decision-making, and continuously explore new ways to augment your work with emerging technologies.
• Skills: Proven track record of successfully managing transactional accounts renewals and upsell opportunities.
• Highly motivated with a winning attitude, thrives in a team environment.
• Proven problem solving and analytical skills to interpret performance and customer feedback.
• Ability to effectively manage time and prioritize responsibilities according to business requirements.
• Experience in developing relationships both with customer and internal teams.
• Excel in a fast-paced environment with the ability to multitask and follow up with multiple customers each day.
• Superior communication skills with the ability to speak, write, and present clearly and effectively.
• Open to flexible work hours. You may need to manage customers outside of your time zone.

Responsibilities

• Proactively identify and address customer needs and pain points ensuring successful adoption and utilization of Rhapsody products.
• Meet with customers as requested to establish a communication channel and build relationships.
• Track and manage customer responses (300–350 accounts) from quarterly outreach, scheduling follow-up calls and ensuring timely engagement.
• Create agendas and capture detailed meeting notes for each formal customer interaction.
• Contribute to and monitor customer health scores while proactively identifying problematic customers that require attention.
• Capture usage metrics of the product along with business use caseduring customer discussions.
• Monitor customer interactions and feedback results: this includes customer support tickets, CSAT submissions, NPS scores and KLAS surveys.
• Partner with Product Management to deliver updates on product advancements and product roadmaps.
• Proactively manage customer renewal processes, ensuring timely and efficient renewal negotiations in partnership with the Finance and Commercial Team.
• Develop monthly plan of upcoming renewals 120-days prior to term of renewal date.
• Identify upsell and cross-sell opportunities to increase customer value and revenue.
• Serve as a customer advocate, providing feedback to Product Management and Engineering to help improve the Rhapsody Suite of products.
• Identify opportunities with the Marketing Team for customer testimonials, speaking engagements, references and case studies.

Benefits

• Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
• 401k with a generous company match
• Unlimited PTO, sick time & volunteer days
• An innovative, inclusive, and fun work environment
• Continuous learning and development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level