Senior Customer Success Manager

TigerConnect•Remote - California, CA

1d•Hybrid

About The Position

As a Senior Customer Success Manager, you will play a key role in managing post-sales strategic client relationships at various levels with large enterprise clients. You will focus on driving strong client retention, adoption, expansion and client advocacy and contribute to business objectives such as gross and net retention. You will do this by building a trusted advisor client relationship through understanding and tracking their desired business outcomes, key metrics and continuously showing the value that they are achieving in optimizing workflows by leveraging TigerConnect’s Communication and Collaborative Platform. As a strategic Customer Success Manager at TigerConnect, you will work closely with clients to understand their needs, align them with our product capabilities, and help them achieve their desired outcomes. In this role, you will be responsible for developing and executing strategies that drive client satisfaction, utilization, retention, and growth of our products.

Requirements

Bachelor's degree in healthcare, business, marketing, or a related field.
8+ years of experience in client success management or a related field, with a focus in B2B SaaS industry, healthcare or healthcare tech experience is required.
Healthcare Expertise: Familiarity with clinical workflows, IT environments, and regulatory compliance in healthcare.
Technical Acumen: Proficiency with SaaS platforms, data analytics, and integrations (e.g., EHRs).
Strong customer relationship management skills, with the ability to build trust and rapport with clients and to build long-term partnerships that drive value.
Experience developing and implementing client success strategies that align with business goals and objectives.
Excellent communication and presentation skills, with the ability to effectively communicate complex ideas and data to both technical and non-technical stakeholders.
Strong analytical skills, with the ability to analyze client data and provide insights to inform product and service development.
Project Management experience including managing success plans with clearly defined goals and timelines.
Experience working with cross-functional teams including sales, marketing, and product.
Knowledge of customer success best practices and industry trends.
Self-motivated, with the ability to work independently and as part of a team in a fast-paced, dynamic environment.

Nice To Haves

Experience with customer success tools such as Salesforce, Gainsight, or similar platforms preferred.

Responsibilities

Serve as the trusted advisor for assigned accounts, cultivating relationships with clinical leaders, IT teams, and administrators.
Proactively lead discussions around healthcare-specific goals and strategies.
Conduct regular check-ins, facilitate Business Value Reviews (BVRs), and assess progress towards success plan milestones.
Collaborate with customers to create tailored success plans with clear, measurable objectives.
Drive alignment on milestones, integrating advanced platform features and workflows to achieve ROI.
Monitor and communicate progress, adapting strategies as needed to address evolving customer needs.
Analyze data to identify underutilized features and provide actionable recommendations.
Introduce customers to new platform capabilities and demonstrate their impact on improving workflows and outcomes.
Share best practices, use cases, and resources to encourage deeper engagement with TigerConnect.
Act as the voice of the customer within TigerConnect, providing valuable feedback to internal teams.
Partner with support and product teams to address customer challenges promptly and transparently.
Educate customers on compliance standards, including HIPAA, ensuring best practices in secure communication.
Identify upsell and cross-sell opportunities that align with customer goals.
Use success plans and data-driven insights to demonstrate ROI during renewal discussions.
Reduce churn by maintaining healthy customer relationships and addressing risks proactively.
Partner with the Implementation and Professional Services teams to deliver seamless onboarding experiences.
Conduct tailored training sessions for end-users and administrators to ensure successful platform adoption.
Share customer insights to influence product development and marketing initiatives.
Collaborate with Sales and Professional Services to ensure customer alignment throughout their lifecycle.
Encourage customers to share success stories through testimonials, webinars, and other marketing initiatives.
Build strong relationships to turn customers into long-term advocates of TigerConnect.
Stay up-to-date with industry trends and best practices in customer success, and advocate for their adoption within the organization