Job Description
Customer Success Manager - Healthcare
Remote Opportunity – Work from home (some travel required)
Locations:
- One position covering NJ, NY, & WI
- Another covering TN, AL, & OH
Position Overview
The Customer Success Manager (CSM) acts as the primary point of contact for a portfolio of current and prospective clients, primarily managing key accounts. This role involves overseeing the end-to-end delivery of remote patient care programs for both existing and new clients. The successful candidate will also identify business development opportunities, collaborating with internal stakeholders to foster growth within customer accounts.
We are seeking a dynamic, adaptable individual who thrives in fast-paced environments and takes a solution-oriented approach. As the CSM, you'll manage both the detailed execution and the strategic oversight of client relationships, ensuring excellent partnerships with physician clinics and large healthcare organizations. Your goal will be to provide superior training, support, and operational guidance to ensure the success of our remote patient care programs. This role is remote but requires regular client site visits.
You will report to the Director of Client Operations and take ownership of the customer journey, ensuring that clients consistently achieve value from their relationship with our organization. Acting as a “quarterback,” you'll serve as the primary contact for all new and existing customers.
Key Responsibilities
- Serve as the Customer Success Manager for assigned accounts, ensuring clients derive value throughout their journey.
- Act as a liaison within the company, working with various teams to resolve issues and deliver value to clients.
- Assist in creating implementation plans and managing projects, ensuring they stay on schedule.
- Lead the onboarding process, setting up new clients for successful remote patient care program launches.
- Assess client satisfaction through regular reporting and conversations.
- Collaborate with the operations team to develop solutions and adjust strategies as needed.
- Conduct regular client business reviews and strategic visits, adapting to the evolving needs of each client.
- Advocate for client needs while building strong relationships with cross-functional teams.
- Provide timely client feedback to internal stakeholders and drive actionable insights.
- Make sound decisions to address client issues, balancing client needs with business goals.
- Prioritize client requests and execute processes to ensure a strong customer experience.
- Partner with stakeholders to streamline workflows, ensuring efficient and scalable solutions.
- Manage risk to prevent launch delays and minimize downstream impacts.
- Maintain comprehensive project documentation, including plans and workflows.
- Regularly update stakeholders on project progress, risks, and barriers.
- Drive accountability across stakeholders to ensure timely and successful launches.
- Collaborate with leadership to develop best practices for client success.
- Perform post-launch analysis and deliver performance reports.
- Travel as needed to client sites.
- Adhere to all company policies, procedures, and applicable federal and state regulations.
- Represent the company professionally at all times, upholding the company's values and goals.
- Perform additional duties as assigned.
Experience, Knowledge, and Skills
Required:
- Minimum of 3+ years as a Customer Success Manager in healthcare.
- Experience with remote patient management programs and services preferred.
- Familiarity with Transitions of Care, Chronic Care Management, or remote care programs preferred.
- Experience in fast-growing healthcare startups is a plus.
- Proficiency in healthcare technology products and services.
- Proven track record of managing implementation/customer success plans.
- Ability to effectively communicate with C-suite and healthcare leadership.
- Experience managing mid- to large-sized clients, such as physician offices or health systems.
- Familiarity with clinical workflows within physician offices and healthcare environments.
- Experience in presenting to and training large groups.
- Strong results orientation, with a history of delivering complex projects that exceed client expectations.
- Excellent communication skills to present insights and manage difficult conversations.
- Ability to anticipate and resolve issues, think creatively, and solve complex problems.
- Ability to excel in a fast-paced, autonomous work environment.
- Proficiency with MS Office, Monday.com, Jira, and Confluence is a plus.
Additional Skills:
- Strong problem-solving skills and a proactive, solution-driven mindset.
- Analytical abilities, with a focus on deriving actionable insights from data.
- Highly organized with excellent multitasking and prioritization skills.
- Enthusiasm for learning and sharing knowledge.
- Strong interpersonal skills, fostering collaboration and positive relationships with coworkers and clients.
- Commitment to diversity and inclusivity in the workplace.
To Apply:
Email your resume to: eric at dallashealthcareconsultants.com