Senior Customer Success Manager (Healthcare SaaS) - Madison, WI Hybrid

• Location: Madison, Wisconsin
• Type: Direct Hire
• Job #3890

Our mission driven healthtech partner is looking to add Senior Customer Success Managers to their team in Madison, WI. Candidates should have knowledge of the healthcare sector, have strong project management and SaaS implementation experience and take a proactive, customer-centric approach! This role is a hybrid role out of the Madison office.

The Customer Success team is an integral part of fulfilling this mission: this team builds new opportunities and solve challenges for our customers as they help people find and connect with the help they need. The customers are innovative organizations across many sectors — healthcare, government, local and national nonprofits, and private consultancies, to name a few. The Sr Customer Success Manager role will center around building lasting customer relationships, onboarding new customers, and growing customer accounts, our impact, and our company. The ideal candidate has 5+ years experience in account management, customer success, project management, with a significant experience managing large enterprise accounts for healthcare or health plan organizations. If this sounds like you, apply today!

What You'll Do:

• Proactively engage clients to drive product adoption and optimal product experiences
• Develop & maintain relationships with key customer champions including Executive Sponsor, Project Manager and Technical Lead, to name a few
• Manage client and project communications- be a leader driving the project plan and sharing best practices of how your customers can mobilize the functionality
• Track customer usage metrics and respond to any customer deployment or product issues
• Create and deliver Executive Business Reviews on a quarterly cadence
• Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps
• Manage escalations and expectations for both the client and internal personnel
• Take ownership of the entire onboarding process for each client
• Facilitate a smooth hand-over from sales to service
• Create and manage the scope and timeline of rollout, alongside customer expectations
• Train customer’s staff and relevant partners on how to use the suite of tools
• Create and share materials to support internal and external marketing
• Advocate for the customer, champion their success, drive renewals and expansions
• Drive usage throughout customer organizations including growing usage across teams, departments as well as the adoption of product features to achieve the customer’s goals
• Collaborating with the Customer Success team to build a thriving department and foster the overall success of the company and the people we serve
• Advocating for the ongoing needs and goals of the customer internally – gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go

What You'll Bring:

• Possess a strong desire to use your job and mind to make the world a better place for people in need
• BS/BA degree or equivalent
• 5+ years experience in account management, customer success, project management, with a significant experience managing large enterprise accounts for healthcare or health plan organizations
• Experience with technology and able to learn new technologies quickly; direct experience with SaaS application support requirements
• Customer-focused, enthusiastic, positive, and service-oriented
• Experience with social determinants of health and healthcare  Interest in organizational innovation, social enterprise, community organizations, and governmental groups
• Ability to prioritize, multi-task, and perform effectively under pressure
• Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
• Ability to travel to some customer locations

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