Customer Success Manager
ForMotiv
JavaScriptSQLTableau
Lead Customer Success Operations Analyst
HealthEdge
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
PythonSQLTableau
About the role
- Shape the future of Customer Success through data, automation, and operational excellence.
- Drive initiatives leveraging AI, systems, and advanced analytics to enhance customer growth management, retention risk, and health.
- Create and administer analytics toolsets and manage data integrity.
- Drive process improvements and facilitate operational efficiency to optimize sales and deliver a best-in-class customer experience.
- Ensure strategic alignment with Sales, Marketing, and Product Development to drive a unified customer success strategy.
- Represent customers and the CSO team in technical initiatives across HealthEdge.
- Report to the Sr. Director of Customer Success and provide informal leadership.
- Oversee execution of junior analyst work, ensuring alignment with goals, timelines, and quality standards while mentoring them.
- Plan, deliver, and manage Customer Success projects and programs (sales campaigns, solution deployments, OKR deliverables).
- Collect and define business requirements with subject matter experts and translate them into technical solutions.
- Identify, create, and launch scalable AI-driven solutions; manage change through training and promote adoption.
- Measure outcomes of initiatives and contribute insights to senior leadership and the Board of Directors.
- Lead execution of complex ad hoc analyses and reporting projects across teams and data sources.
Requirements
- 5 or more years of related work experience, with Customer Success and/or Healthcare experience preferred.
- Bachelor's degree in a relevant discipline or related field.
- Experience mentoring junior analysts and leading cross-functional initiatives is highly valued.
- Strategic ownership and deep expertise in leveraging Customer Success analytical and business intelligence tools (e.g., Salesforce, Gainsight, Tableau, Power BI).
- Gainsight system administration certification is ideal.
- Advanced experience with data integration fundamentals, including experience using Python and SQL.
- Proven ability to influence and collaborate with cross-functional leaders across the enterprise.
- Ability to facilitate a cross-functional team of technical and business SMEs to extract and refine business requirements and translate them into system and business informatics solutions.
- Demonstrated ability to explain multi-step processes and functional technologies; ability to deliver user training.
- Demonstrated ability to work with and present to senior management to advise them on data insights.
- Project management skills needed to manage projects that span functions and customers.
- Ability to collate data into easy-to-understand, actionable insights and communicate them in MS PowerPoint.
- Independent problem solver who makes well-thought-out decisions on complex or ambiguous data issues.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisAI-driven solutionsdata integrationPythonSQLbusiness intelligenceanalytics toolsetsproject managementcustomer success metricsreporting
Soft skills
leadershipmentoringcollaborationinfluencecommunicationproblem solvingstrategic thinkingfacilitationtraining deliverydecision making
Certifications
Gainsight system administration certificationBachelor's degree
