Customer Success Manager - Healthcare SaaS (USA-Remote)

NOTE: This is a fully remote position within the US. 

The Customer Success Manager in Wolters Kluwer Health Clinical Surveillance and Compliance is responsible for ensuring customers achieve their desired outcomes while using our services. This includes guiding new customers through onboarding and adoption of the product to ensure a smooth start. Building and maintaining strong relationships with customers, understanding their needs, and acting as their advocate within our company. Assisting customers with issues or questions, coordinating with support teams, and providing solutions to enhance their experience. Monitoring customer usage, health metrics, and satisfaction levels to identify opportunities for improvement or upselling. Engaging customers with updates, new features, and best practices to maximize product value. Gathering customer feedback and insights to inform product development and improve service offerings. Working to ensure customer retention, manage renewals, and reduce churn by addressing potential concerns before they become issues. Partnering with sales, marketing, product, and support teams to align customer strategies and drive overall success. Overall, the CSM focuses on enhancing customer satisfaction, driving user adoption, securing revenue, and fostering long-term loyalty.

Additional Information: Drug Diversion | Sentri7 Clinical Surveillance | Wolters Kluwer

Key Responsibilities

• Develop strong relationships with customers, connecting with key business executives and stakeholders and preparing sales report.

• Answer client queries, interact with production daily, and identify new business opportunities among existing customers.

• Negotiate service/product terms with customers in line with guidelines set by management.

• Liaise with cross-functional internal teams (including Production, Projects, Customer Service, Product Development, and Sales departments) to improve the entire customer experience.

• Ensure client campaign deliveries and complete follow-through activities.

• Develop and execute multi-channel, in-depth integrated proposals and programs leveraging the company's print, digital and online assets.

Education

Bachelor’s Degree or equivalent relevant experience

Key Requirements

• 2+ years in a healthcare environment, working as an Account Manager or Sales or other equivalent experience.

• 2+ years of experience securing contract renewals.

• Healthcare SaaS solution experience (i.e., Salesforce or any other subscription technology).

• Working understanding of business, financials, products/services, and the market

• Demonstrated ability to establish rapport with all personnel up to and including C-Suite

• Excellent communication (both written & oral) and presentation skills.

• Ability to manage own territory/account and monitor resources.

Preferred

• Healthcare technology experience

Travel

Up to 5% (National sales meetings, all company business meetings, and a tradeshow)

#LI-Hybrid

Compensation: