TigerConnect

Customer Success Manager

• Serve as the primary contact for a portfolio of enterprise sub-accounts and mid-sized customers, building trusted relationships with stakeholders across clinical, IT, and end-user teams.
• Conduct regular check-ins and success meetings to understand customer goals, ensure satisfaction, and maintain detailed account records in platforms like Salesforce or Gainsight.
• Support Senior CSMs by managing deliverables, preparing Business Value Review materials, and handling operational tasks for strategic accounts.
• Collaborate with customers and Senior CSMs to build and execute measurable success plans, monitoring progress and escalating risks as needed.
• Drive product adoption by conducting onboarding for smaller accounts and delivering customized training resources to optimize usage and workflows.
• Identify underutilized features and proactively recommend ways for customers to gain more value from the platform.
• Serve as the first line of support for account-related issues, coordinating resolutions and mitigating churn risk through early detection of at-risk accounts.
• Partner on renewal prep and expansion strategies by gathering usage metrics, demonstrating ROI, and identifying upsell opportunities.
• Share customer insights with internal teams to inform product improvements, marketing efforts, and overall customer experience.
• Contribute to customer advocacy efforts through the creation of case studies, best-practice content, and participation in cross-functional planning.

Associate Customer Success Manager