Customer Success Manager, Cohort

Summary

RLDatix provides software solutions that help healthcare organizations improve the safety and quality of care. The Customer Success Manager will onboard clients, manage account health and sentiment, drive solution adoption, support renewals, and improve customer satisfaction, retention, and outcomes.

Responsibilities

• Build and maintain trusted, long-term customer relationships, earning respect and trust on behalf of RLDatix
• Develop and manage success plans using objective data, in collaboration with the account team
• Measure and analyze CSAT (Customer Satisfaction) by solution to identify trends and determine any necessary corrective actions
• Proactively manage customer communications, tailoring information to customer-specific needs and aligning it with their mission and desired outcomes
• Drive adoption by sharing relevant usage data, share ‘best practice’ goals, promote upcoming webinars and thought leadership events on products and solutions
• Ensure a seamless renewal process by monitoring and managing client health, satisfaction, escalations, and sentiment

Skills

• 3+ years of experience in a Customer Success role within a Healthcare SaaS company
• Proven success in managing customer engagement, optimizing usage and outcomes, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS
• In-depth knowledge on how to leverage data to drive customer insights and business decisions
• Sincere interest in building long-term relationships with customers
• A knack for working collaboratively within a fast-paced, evolving team

Qualifications

Must Haves

• 3+ years of experience in a Customer Success role within a Healthcare SaaS company
• Proven success in managing customer engagement, optimizing usage and outcomes, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS
• In-depth knowledge on how to leverage data to drive customer insights and business decisions
• Sincere interest in building long-term relationships with customers
• A knack for working collaboratively within a fast-paced, evolving team

Benefits

• Flexible work arrangements
• Employee wellness support
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401K
• Paid time off
• Paid holidays