Manager, Customer Success

The Manager of Customer Success will be responsible for leading a team of Technical Leads in building strong relationships with PerfectServe customers. The main goal is to ensure that customers are able to fully utilize PerfectServe applications and achieve successful outcomes. The ideal candidate should have experience in customer success management, people management, and coaching. They should also have a track record of meeting client retention and revenue goals, as well as strong technical troubleshooting and organizational skills. Experience in healthcare and familiarity with PerfectServe applications are beneficial qualifications.

• Hiring, developing, coaching, and leading a team of Technical Leads (TLs)
• Building long-lasting relationships with PerfectServe customers
• Delivering predictable outcomes of success for customers
• Proactively engaging with customers to utilize PerfectServe applications to their full potential
• Supporting SaaS applications in a customer success management/leadership role
• Managing client retention and revenue goals
• Leading cross-functional teams and aligning with other departments
• Troubleshooting technical issues
• Planning and organizing tasks effectively
• Operating at an aggressive, accelerated, iterative pace in a dynamic environment
• Communicating, presenting, and influencing effectively at all levels of the organization
• Seeking out new areas for improvement
• Being self-motivated and driven
• Having strong skills in Microsoft Office suite (Excel, PPT, Word)
• Experience working with physicians and/or hospitals (beneficial)
• Driving process change in complicated environments (beneficial)
• Experience with PerfectServe applications (beneficial)

• 2+ years of experience in a customer success management/leadership role supporting SaaS applications
• 2+ years of people management, with substantial experience in coaching and performance management
• Track record of reliably delivering against client retention and revenue goals
• Cross-functional team leadership, influence, management, and alignment experience
• Strong technical troubleshooting, planning, and organizational skills
• Comfort with and ability to operate at an aggressive, accelerated, iterative pace in a dynamic environment
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization
• Intuitive and pioneering - Seek out new areas for improvement
• Self-motivated and driven
• Strong office suite (Excel, PPT, Word) skills
• Experience working with physicians and/or hospitals (Beneficial)
• Experience driving process change in complicated environments (Beneficial)
• Experience with PerfectServe applications (Beneficial)
• Knowledge of (No specific requirements mentioned)

• Coach, develop and motivate a team of Technical Leads
• Act as a trusted advisor and point of escalation for customer issues
• Understand customer objectives and deliver on technical configuration needs
• Manage day-to-day operations and ensure proper reporting and resolution of Jira tickets
• Develop a program for tier-3 support engineering to address customer technical concerns
• Act as a key stakeholder in PerfectServe application incident management process
• Manage documentation and implementation of changes to Customer Success operations
• Monitor critical metrics related to retention, renewals, SLA, and OKR success
• Partner with the Support Center on customer escalations and updates to Zendesk guide documentation
• PerfectServe offers unified healthcare communication solutions to enhance patient safety and reduce provider burnout