Customer Success Manager – Healthcare SaaS
Regard
Director, Customer Success
Interiors International
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $135,000 - $150,000 per year
Job Level
Lead
About the role
- Build & Scale Playbooks: Develop and implement customer success playbooks that engage and support customers at scale through digital, automated, and technology-driven initiatives.
- Technology-Enabled Success: Identify, implement, and optimize customer engagement platform(s).
- Customer Journey Mapping: Define and refine the end-to-end customer journey, ensuring every stage, from onboarding to renewal, is supported by scalable processes and resources.
- Content & Enablement: Collaborate on creation of customer education assets (webinars, knowledge articles, online training, playbooks) that enable a one-to-many approach.
- Data-Driven Insights: Establish and monitor customer success metrics (adoption, retention, churn, NPS, health scores) to drive continuous improvement.
- Cross-Functional Leadership: Partner with Product, Sales, Marketing, and Support teams to ensure customer feedback informs product strategy and customer needs are consistently met.
- Team Leadership: Build and lead a high-performing Customer Success team, setting goals, developing talent, and fostering a customer-first culture.
Requirements
- 8+ years of experience in Customer Success, Account Management, or related customer-facing leadership roles.
- Proven success in building scalable customer success programs leveraging technology.
- Experience with customer success platforms (e.g., Vitally, Gainsight, Totango, ChurnZero, Zendesk, Intercom, etc.).
- Strong analytical skills with the ability to use data to drive strategy and measure impact.
- Exceptional communication, leadership, and change management skills.
- Experience leading teams and working cross-functionally in a fast-paced environment.
Benefits
- Employee Referral Bonus: Eligible for $1,000 referral bonus
- Flexible paid vacation/personal time policy
- 6 weeks paid parental leave
- Discretionary bonuses
- Long term incentives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successcustomer journey mappingdata analysiscustomer engagementprogram developmentmetrics establishmentscalable processescustomer education asset creationtechnology optimizationchange management
Soft skills
leadershipcommunicationcross-functional collaborationteam buildinganalytical thinkingcustomer-first mindsetgoal settingtalent developmentstrategic thinkingadaptability
