Lead Client Success Manager – Health Systems, Life Sciences
Atropos Health
PythonSQL
VP, Customer Success
Keyfactor
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Define and execute the global Customer Success strategy, ensuring alignment with company objectives for sustainable, profitable growth.
- Lead organizational transformation focused on optimizing customer experience, renewals, and expansion through process modernization, automation, and AI-driven insights.
- Serve as a strategic partner to Sales, Product, and Marketing to ensure unified customer engagement and lifecycle management.
- Build a culture of accountability, collaboration, and continuous improvement across all customer success functions.
- Oversee all renewal activities and performance, ensuring predictable revenue and high retention rates.
- Develop frameworks and forecasting methodologies that leverage AI and data analytics to anticipate customer health and renewal risk.
- Drive proactive engagement strategies to reduce churn and increase long-term customer value.
- Lead efforts to accelerate customer adoption and expand product utilization, ensuring measurable business outcomes for customers.
- Establish scalable programs that identify and convert expansion opportunities in partnership with Sales and Account Management.
- Define success metrics and health scoring models using advanced analytics to optimize engagement and growth.
- Oversee the systems, tools, and data models that support customer success operations globally.
- Introduce AI-enabled capabilities that enhance forecasting accuracy, customer insights, and team productivity.
- Drive standardization of playbooks, KPIs, and processes across regions to ensure consistency and efficiency.
- Lead, develop, and mentor a global team of Customer Success Managers, Renewal Managers, and Adoption Specialists.
- Ensure clear role definition, measurable objectives, and continuous skill development aligned with organizational priorities.
- Foster an inclusive, high-performance culture focused on customer impact and cross-functional collaboration.
Requirements
- Extensive leadership experience (typically 15+ years) in Customer Success, Account Management, or related disciplines within SaaS or enterprise software environments.
- Proven track record driving renewal performance, customer adoption, and expansion in complex, global customer environments.
- Demonstrated success leading organizational transformation and implementing technology-enabled strategies, including AI-based analytics and automation.
- Strong operational, analytical, and strategic planning capabilities with focus on measurable business impact.
- Exceptional executive presence, communication, and stakeholder management skills.
- Bachelor’s degree required; advanced degree preferred.
Benefits
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December of 2025 due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Generous paid parental leave globally.
- Competitive time off globally.
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings – followed by group gatherings.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AI-driven insightsdata analyticsforecasting methodologiesprocess modernizationautomationcustomer health scoringrenewal performancecustomer adoption strategiesexpansion opportunitiesKPI standardization
Soft skills
leadershipcollaborationcontinuous improvementaccountabilitycommunicationstakeholder managementstrategic planningorganizational transformationmentoringinclusive culture
Certifications
Bachelor's degreeadvanced degree
