Senior Customer Success Manager - Healthcare

Senior Customer Success Manager - Healthcare Job ID 2026-14558 # of Openings 1 Job Locations Remote - U.S. Category Customer Success & Operations Hiring Range USD $97,000.00/Yr. To USD $112,000.00/Yr. Overview Senior Customer Success Manager - Healthcare Location: Remote - US Work Model: Remote About the Role The Senior Customer Success Manager helps new and existing customers derive the most value from the company's products and services. This position owns the customer journey post-implementation, which includes maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and creating customer growth opportunities. The Senior Customer Success Manager serves as a primary point of contact representing the customer. Here's What You'll Do - Drive retention and growth by acting as a trusted point of contact throughout the customer lifecycle from contract signature through renewal and expansion; collaborate and consult with customers to understand business objectives; design comprehensive Success Plans with clear objectives and tasks reviewed on a monthly basis - Focus on risk mitigation through early intervention; develop and execute comprehensive Save Plans in partnership with the account and leadership team; rally relevant internal resources and take prompt corrective actions to protect ARR and mitigate churn; deliver business reviews and collaborate with other departments for their design and delivery - Serve as an internal advocate for customers' product feature priorities and feedback; align with the product team to drive the product roadmap; build customer advocates who will speak on behalf of the company as references and share success stories at events - Partner with internal teams to avert and manage critical escalations; rally internal resources, keep the leadership team informed, and represent the voice of the customer as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy - Drive a positive customer experience by coordinating resources to address customer questions, concerns, or issues to ensure resolution; demonstrate commitment by working with internal teams to fulfill promises made and ensure others do the same - Mentor, coach, train, and provide feedback to other team members; operate as a strong influencer within the team and contribute significantly to overall team growth and quality through knowledge sharing and coaching on current best practices Technology Tools - Microsoft Windows - Microsoft Office - Gainsight - Claude - Salesforce Role Essentials - Bachelor's degree or equivalent experience; minimum 2 years of experience as a Customer Success Manager; experience managing or participating in projects - Healthcare operations knowledge - Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact; strong ability to handle sensitive information with discretion and tact - Strong organizational, multi-tasking, and time management skills; self-motivated with the ability to manage projects to completion with minimal oversight; able to thrive in a fast-paced, deadline-driven environment - Strong collaboration skills applied successfully within a team as well as across other areas; strong interpersonal skills; able to maintain solid rapport with team members while maintaining professionalism with those outside of the department - Strong business and technology acumen; strong knowledge of Microsoft Operating systems and products; strong company software technology knowledge What We'd Like to See Demonstrated ability to influence, mot