Customer Success Manager ensuring high - quality onboarding and product adoption in healthcare AI solutions. Collaborating with clients and teams to improve customer success and engagement.
About the role
- VP Client Success and Support leading post-implementation client experience at d1g1t. Overseeing strategy and operations for customer support and success to maximize retention and growth.
Responsibilities
- Develop and execute the strategy and roadmap for Customer Success and Client Support aligned with company growth objectives.
- Define and measure success metrics including retention, expansion, and client satisfaction.
- Act as the voice of the customer within the organization.
- Oversee d1g1t’s client support operations, including 24/7 availability, responsiveness, and service excellence.
- Define and optimize support processes, escalation protocols, and service-level agreements.
- Introduce and manage tools and automation to enhance customer experience and operational efficiency.
- Use data and analytics to identify trends and continually improve client support.
- Provide leadership to drive client adoption, positive business outcomes and account growth.
- Implement playbooks, lifecycle management plans to ensure consistent client outcomes.
- Design scalable client support models to support profitable growth and to support different customer segments.
- Oversee strategy and execution for customer education and advocacy, with strong referenceable customers.
- Manage steady renewal rates and reduce down sell & churn.
- Identify up sell opportunities.
- Build, mentor, and scale high-performing teams across Customer Success, Support, and Account Management.
- Foster strong client focused culture.
- Support continuous learning and development within team.
Requirements
- Degree in business, technology, or related field preferred, with a passion working in a high growth tech environment.
- Minimum of ten years experience in client success and support leadership role.
- Demonstrated success in managing Client Support and Customer Success teams.
- Strong track record of driving customer retention, satisfaction and growth in a high growth SaaS environment.
- Strong operational and analytical background.
- Adept at interpreting and leveraging data insights.
- Ability to understand business objectives and align d1g1t accordingly
- Ability to communicate and partner effectively across internal teams and with external stakeholders
- Results focused with ability to drive both activity and outcome metrics
- Enthusiastic and client focused leader with strong communication skills.
Benefits
- Competitive compensation package with bonus and comprehensive healthcare benefits
- Employee and Family Assistance Program
- Fitness and Wellness Credit
- Continuing Education Allowance
- Hybrid work environment and flexible hours
- Mac or Windows: choose what suits you
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