Customer Success Manager

What We Do: Florence software advances cures by helping the world’s most important research sites do their best work. Our solutions are now used by over 65,000 research teams in 90 countries around the world—we’re the most widely deployed site workflow tool in the industry. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams. To date, we were named a Deloitte Fast 50 business, G2 Category Leader, an Inc. & AJC best place to work, and an Inc. 5000 company five years in a row. At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow.

What You’ll Bring To The Team: As a Customer Success Manager (CSM) you will help promote retention of customers and contribute to their positive experience with Florence. As a CSM you will support customers by building close relationships with end-users. You will work directly with customers to help solve their problems and ensure their satisfaction throughout their customer lifecycle. You will focus on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and helping drive value across their organizations. You will:

• Collaborate with Florence team members in Account Management, Sales, Implementations, Development, and Product to provide value-add services to our customers
• Analyze user adoption and engagement to ensure the long-term success of programs
• Actively measure, monitor, and ensure the health of the assigned client base
• Assist in developing new programs to ensure the success and adoption of our customers
• Lead customer check-in and ad hoc meetings
• Drive customer value through engagement and retention strategies
• Assist in creating training courses and educational materials as needed
• Review customer complaints and concerns and seek to improve the customer experience
• Be responsible for the overall satisfaction and retention of the assigned client base
• Facilitate Customer Business Reviews based on client’s defined cadence

An Ideal Candidate Is:

• Bachelor’s degree
• 2+ years of experience working in a healthcare or SAAS environment
• Well-equipped with proven critical thinking and problem-solving skills, including balancing multiple priorities and addressing team and/or prioritization conflicts.
• Able to assess a situation, identify next steps, implement an action plan, and hold others accountable to deliverables and deadlines.
• Able to work independently and be resourceful when confronted with ambiguity
• Committed to providing white glove service to our users
• Able to analyze problems, find root causes, and propose solutions
• Able to guide users to solutions
• A team player able to interact with other departments
• Exceptional ability to communicate and foster positive business relationships
• Well-versed on the technical side of products and can offer insight and tips on how to use features

What’s in it for you?

• Do well. We offer a competitive compensation package, medical and dental insurance, and office space in the heart of the city.
• Do good. We insist that health technology is the highest calling for software development. We pride ourselves on working on something bigger than ourselves; helping advance cures and therapies.
• Make the leap. Join our high-output culture to create innovative, modern, and purposeful software solutions.

Florence supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical disability, or any other protected class. Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Florence Healthcare, please go directly to our Careers Page. Florence Healthcare will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Florence Healthcare will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Florence Healthcare employees will only be sent from @florencehc.com email addresses.