Senior Manager of Customer Success leading the APJ team at DeepL. Ensuring customer value, retention, and growth across complex accounts.
About the role
- Customer Success Manager managing the full customer lifecycle at Regard, a healthcare SaaS company. Building client relationships, optimizing onboarding processes, and ensuring high client satisfaction.
Responsibilities
- Oversee and manage the full customer lifecycle from technical integration, to implementation and user training, to renewal and expansion
- Establish clear retention goals and renewal milestones for the client Regard team to work toward
- Build and foster relationships with client leadership to position them as product promoters and champions so they can share the product's benefit and value across users and stakeholders
- Review and monitor customer user feedback and concerns and seek to improve all aspects of the customer experience
- Lead project progress tracking across internal development teams and client stakeholders to ensure timely and effective delivery
- Maintain a detailed understanding of Regard products and services, assist customers with questions and suggest the best solution for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
Requirements
- 3+ years professional experience in healthcare project management and/or customer success
- Experience working with the acute care setting within the past 2 years
- Experience with inpatient Epic or Cerner EHR integrations in the past 2 years
- Expert in leading meetings with healthcare client stakeholders and leadership at large and complex health systems, including experience working with clinical leaders in an acute care hospital setting
- Strong proficiency in Excel, analytics, and modeling
- Track record of fostering productive, long-term business partnerships
- Located within 50 miles of a major airport and willing to travel to client sites, as needed (30% of time)
Benefits
- Eligible for equity
- Eligible for an annual performance bonus, contingent upon the company achieving ARR targets
- 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription
- 18 PTO days/yr + 1 week holiday break
- Annual $750 learning & development stipend
- Company-sponsored team retreat + social events
- A sabbatical program
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