Success Manager

HEALTHSTREAM INC•Nashville, TN

8d•Remote

About The Position

The Success Manager plays a key role in driving customer success by cultivating strategic relationships with both internal and external stakeholders, delivering impactful business outcomes, and supporting the broader mission of empowering customers for transformational success. This proactive, solution-oriented leader takes ownership of customer retention, growth, and value realization while collaborating across teams. The Success Manager is responsible for achieving key business metrics, fostering continuous improvement, and supporting strategic initiatives that drive both customer success and organizational growth, ensuring alignment with company goals and customer lifecycle needs. The Success Manager sets the standard in managing high-value accounts, identifying opportunities for process improvements, and implementing customer-driven solutions. This role shares their subject matter expertise with peers and cross-functional partners, promotes a culture of collaboration, and supports initiatives that enhance both customer experience and internal efficiencies.

Requirements

Experienced professional with a minimum of a bachelor's degree in healthcare, business, technical, or related field
Minimum 2 years in a B2B customer success/sales or related role
Qualifications Technical Expertise: Proficiency in the use of Microsoft Office Products; experience with a success management platform (such as Totango or Gainsight) is desirable.
Communication and Presentation Skills: Ability to effectively communicate and present complex ideas, strategies, and insights to executive-level internal and external stakeholders, ensuring alignment, building consensus, and fostering informed decision-making.
Data Fluency: Understanding of data and its application to defining customer success.
Customer Relationship Management: Ability to build and nurture strong, strategic relationships with both internal and external stakeholders to drive long-term customer success.
Data-Driven Decision Making: Demonstrated proficiency in analyzing customer data to identify trends, areas for improvement, and opportunities for growth and retention.
Confidence without Hubris: Ability to challenge existing approaches with expert recommendations in a diplomatic and nuanced manner to foster constructive dialogue and drive positive change, while recognizing the limits of one's own expertise and recognizing when to seek further guidance.
Cross-Functional Collaboration: Strong ability to collaborate with teams across departments (e.g., Sales, Product, Customer Support) to ensure cohesive strategies that align with customer success goals and organizational objectives.
Problem-Solving and Innovation: A solutions-oriented mindset with the ability to proactively identify problems and recommend creative, customer-driven solutions.
Leadership: Exhibits positivity and leads by example contributing to high team morale.
Strategic Thinking: Ability to understand and support strategic initiatives that align customer success with broader business objectives, demonstrating a commercially focused mindset and ensuring measurable outcomes.
Prioritization, Organization, & Execution: Exceptional time management and follow-through to successfully manage competing priorities and ensure impactful results.
Customer-Centric: Consistently prioritizes the customer experience, advocating for their needs and ensuring the delivery of value at every stage of the customer lifecycle.
Growth Mindset: Willingness to learn, grow, and continuously improve with an openness to feedback and opportunities for development.
Adaptable and Resourceful: Comfortable in a dynamic, innovative environment, able to think swiftly and pivot as needed to meet evolving business and customer needs.
Results-Oriented: Focused on driving business outcomes, with a strong emphasis on delivering tangible, measurable results.
Technically Savvy: Comfortable with technology to develop an in-depth understanding of HealthStream products/solutions.
Ability to Travel: Travel up to 20%, staying overnight as needed to meet customer and internal company needs.

Nice To Haves

Experience in a healthcare organization preferred
Experience with HealthStream products from an administrator level is a plus
Experience in a SaaS business highly desirable
Nursing degree, RN, and/or clinical experience preferred

Responsibilities

You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.
Cultivates and maintains a consultative relationship with key customer stakeholders, ensuring satisfaction, adoption, product utilization, and progress towards organizational goals.
Interacts and builds relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints.
Advises assigned customers on best practices with a significant focus on the onboarding phase of the customer journey to ensure customers are set up to achieve their desired business outcomes and experience ongoing value realization.
Leverages customer data to analyze and proactively intervene to drive improvements in product adoption and utilization, both at scale and through personalized one-on-one engagement, ensuring long-term customer retention and growth.
Maintains documentation of customer engagement activities, risk status, and other relevant information to ensure visibility, accuracy of metrics, and effective automated processes.
Collaborates cross-functionally to deliver seamless customer experiences, share customer feedback for continuous improvement, and execute account renewal and risk remediation strategies to meet organizational retention targets.
Serves as a liaison with Product Management on user groups, product updates / rollouts, surveys, customer pilots, feedback, and joint webinars.
Maintains deep understanding of product design, performance metrics, and how products drive customer outcomes.
Partners with cross-functional teams to ensure that self-service resources are accurate, up-to-date, and meet customer needs.
Identifies and nurtures referenceable accounts and supports capture of customers’ success stories and ROI metrics.
Supports the onboarding of new team members and cross-functional colleagues.
Proactively identifies and addresses challenges or bottlenecks in customer processes, suggesting and implementing improvements.
Shares product knowledge with peers and cross-functional partners, fostering a collaborative learning environment.
Supports efforts to drive process improvements and strategic initiatives, both cross-functionally and within the Success team, to enhance customer outcomes and improve internal effectiveness.