Senior Customer Success Manager

Remote - Eastern US

CipherHealth is a fast-growing company in the healthcare technology space with a suite of intuitive patient engagement solutions that streamline the responsibilities of hospital staff, increase patient involvement and satisfaction, and positively influence outcomes.

Our team is incredible. We are an award-winning company that strives to do better every day. Besides our fun team activities and events, company masseuse, and cornucopia of healthy snacks, the work ethic, commitment to core values, and firm knowledge that we help people across the country are really what tie us all together. 

Overall Job Summary

As a Senior Customer Success Manager, you will cultivate relationships with the CipherHealth customer base, ensuring that they achieve maximum value from the CipherHealth platform. You will be responsible for working directly with customer executives and business sponsors throughout the customer lifecycle, ensuring that there is alignment in a shared customer journey that supports adoption, expansion to additional solutions, and renewal of current business revenue. You will mentor and support peers across the Customer Success team, to drive consistency, value and continuous improvement of departmental processes.

Key Responsibilities:

Include but are not limited to:

  • Strategically manage key relationships within a portfolio of CipherHealth’s customers, leading business reviews (BRs), program outcomes and charting progress against success metrics.
  • Establish and grow trusted relationships with customer leaders and project champions, ensuring that CipherHealth activities are closely aligned with the customer’s business strategy and intended goals.
  • Coordinate efforts cross functionally to ensure a consistent, high-quality customer experience that results in expansion and low friction renewals.
  • Drive best practice consultation to optimize solutions that drive business value and outcomes for your book of business; demonstrating knowledge of the industry, our solutions and the customer’s business environment.
  • Serve as a leader across the Customer Success organization, mentoring Associate Customer Success Managers as needed.
  • Consistently identify and nurture opportunities to drive to successful adoption in partnership with Sales colleagues.

Qualifications:

  • Bachelor’s Degree in Business, Health Management, Public Health or related major, or comparable education and work experience
  • 5+ years of experience in a B2B customer management role in healthcare, SaaS or technology, or similar experience in healthcare consulting or professional services
  • Management of 2M+ Book of Business for key account(s), or sufficiently strategic customer of import to one’s company, or management of a SBU (Strategic Business Unit)

Knowledge, Skills and Abilities:

  • History of retaining and growing strategic or key customers within a book of managed business

  • Ability to cultivate positive working relationships with customers and co-workers

  • Excellent communication skills, including writing, listening and speaking

  • Ability to effectively communicate technical information in non-technical terms

  • Experience working with a CRM platform (i.e. Salesforce); comfort using the CRM to manage account renewals, drive action items and log results

  • Demonstrated experience with coaching or mentoring

  • Ability to manage multiple projects and work assignments concurrently

  • Strong interpersonal skills, including, but not limited to demonstrating critical thinking, patience, flexibility, consideration, diplomacy, tact, confidence

  • Ability to prioritize, schedule and organize work – perform under tight deadlines with on-going changes in priorities

  • Ability to accomplish job requirements with limited supervision

  • Up to 25% travel is anticipated (no travel during Covid-19); may increase post-pandemic

Job region: North America
Job stats:  2  2  0

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