Customer Success Manager
Customer.io
Customer Success Manager, iQueue – Inpatient Flow
LeanTaaS
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $125,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead customer implementations of our products through workflow discovery, workflow design, and change management plans for go-live
- Help customers prioritize and design new workflows while optimizing existing workflows
- Work with the client services team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used
- Monitor usage data (within the product) and proactively reach out to your customers to encourage deeper product engagement, validate that the product is working well, and operational outcomes are being recognized
- Design and execute ongoing training programs to support product feature adoption and evolving customer workflows
- Ensure support best practices are followed, gather details that expedite issue clarity, and engage the appropriate internal resources for issue resolution
- Build long-term relationships with key stakeholders across your customer portfolio by defining success metrics, track progress, and ensure ROI
- Manage account program plans to ensure an organized approach across all customer activity while driving prioritized efforts and removing barriers to stay on schedule
- Conduct regular business reviews to assess progress toward goals, gather feedback, and identify opportunities for expanding platform value
- Support cross functional success by surfacing customer feedback to influence roadmap decisions, produce case studies with marketing, and promote user community sessions
Requirements
- Bachelor's degree or equivalent years of related experience
- A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful
- Healthcare background in operations management or patient flow
- 3+ years of experience working on healthcare products / working with hospitals
- 2+ years of professional experience in a client- or customer-facing role such as management consulting, implementation management, or customer success
- Excellent strategic and organizational agility
- Analytical thinking, strong communication and presentation skills
- Willingness to travel for up to 50% of the time
- Candidates must be legally authorized to work in the United States. Visa sponsorship is not available for this position.
