Rhapsody

Customer Success Manager

Rhapsody

full-time

Posted on:

Location Type: Hybrid

Location: Boston • Massachusetts • United States

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Salary

💰 $80,000 - $100,000 per year

About the role

  • Proactively identify and address customer needs and pain points ensuring successful adoption and utilization of Rhapsody products.
  • Meet with customers as requested to establish a communication channel and build relationships.
  • Track and manage customer responses (300–350 accounts) from quarterly outreach, scheduling follow-up calls and ensuring timely engagement.
  • Create agendas and capture detailed meeting notes for each formal customer interaction.
  • Contribute to and monitor customer health scores while proactively identifying problematic customers that require attention.
  • Capture usage metrics of the product along with business use case during customer discussions.
  • Monitor customer interactions and feedback results: this includes customer support tickets, CSAT submissions, NPS scores and KLAS surveys.
  • Partner with Product Management to deliver updates on product advancements and product roadmaps.
  • Proactively manage customer renewal processes, ensuring timely and efficient renewal negotiations in partnership with the Finance and Commercial Team.
  • Develop monthly plan of upcoming renewals 120-days prior to term of renewal date.
  • Identify upsell and cross-sell opportunities to increase customer value and revenue.
  • Serve as a customer advocate, providing feedback to Product Management and Engineering to help improve the Rhapsody Suite of products.
  • Identify opportunities with the Marketing Team for customer testimonials, speaking engagements, references and case studies.

Requirements

  • Bachelor’s Degree or equivalent preferred
  • 5+ years of experience in a Healthcare IT and/or Customer Success Management/Account Management related role in technology
  • Knowledge of the healthcare IT market in the U.S. is preferred
  • Salesforce experience is preferred
  • Embrace AI-enhanced workflows: Leverage AI tools (e.g., ChatGPT, GitHub Copilot) to increase efficiency, improve decision-making, and continuously explore new ways to augment your work with emerging technologies.
  • Proven track record of successfully managing transactional accounts renewals and upsell opportunities.
  • Highly motivated with a winning attitude, thrives in a team environment.
  • Proven problem solving and analytical skills to interpret performance and customer feedback.
  • Ability to effectively manage time and prioritize responsibilities according to business requirements.
  • Experience in developing relationships both with customer and internal teams.
  • Excel in a fast-paced environment with the ability to multitask and follow up with multiple customers each day.
  • Superior communication skills with the ability to speak, write, and present clearly and effectively.
  • Open to flexible work hours. You may need to manage customers outside of your time zone.
Benefits
  • Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
  • 401k with a generous company match
  • Unlimited PTO, sick time & volunteer days
  • An innovative, inclusive, and fun work environment
  • Continuous learning and development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementaccount managementtransactional account renewalsupsell opportunitiescustomer health scoresusage metricsproblem solvinganalytical skillstime managementmultitasking
Soft Skills
highly motivatedwinning attitudeteam environmentrelationship buildingsuperior communicationflexibilitycustomer advocacyfeedback provisioneffective prioritizationadaptability
Certifications
Bachelor’s Degree