Senior Customer Success Manager - Healthcare

Hyland•,

1d•$97,000 - $112,000•Remote

About The Position

The Senior Customer Success Manager helps new and existing customers realize value from Hyland’s products and services. The role owns the post-implementation customer journey, maintaining customer and partner relationships, supporting product adoption and stability, reducing risk, and identifying opportunities for customer growth. The Senior Customer Success Manager is a primary point of contact representing the customer. This role drives retention and expansion throughout the customer lifecycle, from contract signature through renewal. It consults with customers to understand their business objectives and creates Success Plans with clear objectives and tasks, reviewed monthly. It also focuses on early risk intervention, develops Save Plans with account and leadership teams, coordinates corrective actions, and supports business reviews. The Senior Customer Success Manager advocates for customer priorities and feedback with internal teams, helps build customer advocates and references, manages escalations, and coordinates internal resources to resolve customer questions and issues. The role also mentors and coaches teammates and contributes to team development through knowledge sharing and best practices. The position is remote within the United States. Hyland describes its employee culture as inclusive and employee-centric, with career development resources, wellbeing programs, and innovation practices.

Requirements

Bachelor’s degree or equivalent experience.
At least 2 years of experience as a Customer Success Manager.
Experience managing or participating in projects.
Healthcare operations knowledge.
Strong oral and written communication skills, including professional interaction and discretion when handling sensitive information.
Strong organizational, multitasking, and time-management skills.
Self-motivated, able to manage projects to completion with minimal oversight, and able to thrive in a fast-paced, deadline-driven environment.
Strong collaboration and interpersonal skills, including the ability to maintain rapport and professionalism across teams.
Strong business and technology acumen.
Strong knowledge of Microsoft operating systems and products, and company software technology.

Nice To Haves

Ability to influence, motivate, and mobilize team members and business partners; establish rapport and trust; and gain consensus.
Ability to translate goals into new ideas and design solutions through original thinking.
Experience developing and executing comprehensive Save Plans with account and leadership teams to protect ARR and mitigate churn.
Experience building customer advocates and references, and sharing success stories at events and industry forums.
Experience contributing to team growth and quality through knowledge sharing and coaching on current best practices.

Responsibilities

Drive customer retention and growth throughout the lifecycle from contract signature through renewal and expansion.
Consult with customers to understand business objectives and create Success Plans with clear objectives and tasks, reviewing them monthly.
Identify and mitigate customer risk through early intervention and comprehensive Save Plans developed with account and leadership teams.
Coordinate internal resources and corrective actions to protect ARR and mitigate churn.
Deliver business reviews and collaborate with other departments on their design and delivery.
Advocate for customers’ product feature priorities and feedback, aligning with the product team to inform the product roadmap.
Build customer advocates who can serve as company references and share success stories at events.
Partner with internal teams to prevent and manage critical escalations, keep leadership informed, and represent the customer voice across support, marketing, sales, services, partners, and product strategy.
Coordinate resources to resolve customer questions, concerns, and issues, following through on commitments.
Mentor, coach, train, and provide feedback to team members; share knowledge and coach on current best practices.