Customer Success Manager, Enterprise
Triple Whale
Client Success Manager
Abacus Insights
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Own the client relationship, starting from the initial handoff from Sales through the entire lifetime of the client.
- Conduct regular check-ins, business reviews, and feedback sessions to ensure alignment and satisfaction.
- Build strong personal relationships with key client stakeholders.
- Drive value, ensuring clients’ needs are exceeded and that true business value is achieved.
- Advocate for clients internally, working across Abacus teams to ensure that we deliver beyond commitment.
- Proactively monitor client performance, leveraging data and use it to create an experience that surpasses the client’s expectation.
- Advise as a strategic consultative partner with clients to continuously understand clients’ business goals, challenges, and evolving needs, and how Abacus can partner to meet those needs.
- Stay current on industry trends that may have an impact on your clients.
- Provide executive leadership to teams supporting the client, ensuring on-time high quality delivery, and being the first escalation point to resolve issues.
- Maintain client satisfaction at levels that are world-class and create an environment that is conducive to growing the account.
- Maintain a growth mindset, identifying opportunities for growth that align with the client’s business objectives, partnering with Sales to act on those opportunities.
- Collaborate with a matrixed team covering the entire client life cycle from contracting to support.
Requirements
- Bachelor’s degree in health care administration, computer science, business, or equivalent experience.
- 5+ years’ experience in a client-facing role (e.g., account management, customer success, professional services).
- Experience in the healthcare industry with a preference of Medicare or Medicaid payer experience, SaaS.
- Demonstrated success driving client-facing conversations and delivering value to clients for a combination of software and services.
- Strong communication skills, both verbal and written.
- Analytical thinker with the ability to analyze data and translate insights into actionable strategies.
- Experience drafting statements of work and service agreements.
- Ability to de-escalate customer complaints.
- Ability to organize projects and manage time effectively.
- "Roll up your sleeves mentality" working side-by-side with your team.
- Demonstrated ability to thrive in a fast-paced, dynamic startup environment.
- Occasional travel (approximately 10-15%) to the clients’ location is required.
- Extra Credit: familiarity with cloud technology, CMS interoperability mandates, and modern data technologies.
Benefits
- Equal Opportunity Employer
- Encouraged to remain current with market trends by participating in educational opportunities
- Building diverse teams and providing equal employment opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisclient relationship managementaccount managementcustomer successprofessional servicesdrafting statements of workservice agreementsSaaScloud technologyCMS interoperability
Soft skills
strong communication skillsanalytical thinkingde-escalationproject organizationtime managementcollaborationgrowth mindsetproblem-solvingleadershipadaptability
Certifications
Bachelor’s degree in health care administrationBachelor’s degree in computer scienceBachelor’s degree in business
