Sr. Customer Success Manager

AGFA • Remote, OR

1d • Remote

About The Position

The Sr. Customer Success Manager (CSM) serves as a strategic partner and advocate for our clients, ensuring they receive maximum value from our solutions while driving long-term satisfaction, retention, and growth. This role blends proactive relationship management, issue resolution, and strategic account planning with a strong focus on identifying expansion opportunities through cross-sell and upsell initiatives.

Requirements

• Bachelor’s degree from an accredited college or university with major course work in business administration, communication, marketing, health sciences, or a related field required.
• Minimum of 5 years of healthcare experience, preferably in Sales, Account Management, Customer Success, or client-facing roles required.
• The ideal candidate should have a strong background in the healthcare IT industry, with hands-on experience in enterprise environments.
• They should also have a proven track record in client-facing roles, partnering with customers to enhance and optimize their overall experience.
• Has Executive presence and credibility; is confident and poised with individuals at all levels
• Works independently and can prioritize work to meet the customer’s needs.
• Strong relationship-building skills
• Excellent organizational and time management skills
• Strong verbal and written communication skills (including presentation skills)
• Ability to summarize, and ability to explain technical content to a non-technical executive audience.
• Collaboration and consultation skills
• Positive, flexible, team player attitude

Nice To Haves

• Master’s Degree in Healthcare or Business is a plus.
• Professional Services experience / Implementations / Project Management is a plus

Responsibilities

• Serve as the main point of contact and trusted advisor for a portfolio of clients
• Foster strong, lasting relationships with key stakeholders at all levels, including department managers and physicians
• Develop a deep understanding of each client’s business objectives and align our solutions to their goals
• Proactively manage and resolve client escalations with urgency and professionalism
• Coordinate with internal teams (support, product, services) to drive timely resolution and communication
• Identify root causes of issues and advocate for systemic improvements.
• Own customer retention and satisfaction for assigned accounts, including renewal planning
• Partner with sales to identify and execute cross-sell and upsell opportunities
• Contribute to revenue growth by positioning new offerings that meet evolving client needs
• Maintain accurate and up-to-date records in CRM and success tools
• Track customer KPIs, satisfaction/relationship health scores, and risk indicators
• Prepare reports to present to clients and the leadership team
• Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores
• Establish priorities and collaborate cross-departmentally
• Travel is 25-35% depending on customer needs, and can include conference attendance

Benefits

• Competitive salary and benefit package.
• Career development and growth.
• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
• Variable and commission compensation opportunities for eligible roles
• Vacation entitlement
• Paid time off

What This Job Offers

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