Scaled Customer Success Manager
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Enterprise Customer Success Manager
Cerbo EHR
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Cerbo is a high-growth healthcare SaaS company, providing Cerbo EHR cloud-based electronic health records and patient portal software system. Own the ongoing client relationship for our top Cerbo customers and drive retention, expansion, and advocacy. Embed yourself in customer organizations as a trusted thought partner and partner with internal teams to ensure world-class experiences. Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities. Monitor account health across a book of accounts, lead project management that contributes to adoption, utilization, and growth. Establish bi-annual reviews with key stakeholders measuring value delivery to prevent churn and secure expansion. Be a product expert to help customers use our product to solve pain points; attend industry events to meet customers. Use success plans to demonstrate ROI, identify upsell opportunities, contribute to revenue growth, and communicate customer feedback internally. Be an exceptional communicator and partner with customers to develop case studies and sales/marketing resources.
Requirements
- 5+ years of EHR/Healthcare technology experience managing high-touch customer relationships and focusing on retention Strong work ethic Process driven and result-oriented to establish positive outcomes Communication and good mediation skills are critical You are excited about driving and tracking a consistent engagement process for customers and internal stakeholders, yet demonstrating flexibility where needed. Highly dependable and professional. CRM experience (Gainsight is a plus)
