Customer Success Manager

Job Description

Job Description

Description:

Primary Goal:

GLOBO’s Customer Account Management Team is tasked with providing a legendary customer experience and ensuring customers achieve their desired outcomes and derive value from GLOBO’s solutions.

We are looking for a passionate Customer Success Manager (CSM) with proven relationship building and project management skills to join the team. The CSM will build deep, multi-threaded relationships, and use proactive data insights and an understanding of GLOBO’s products and services to improve language access and maximize customer retention and growth. 

Responsibilities:  

Develop Meaningful Relationships: 

• Serve as the point of contact for a portfolio of customers.
• Build and maintain deep, multi-threaded long-term relationships with key language access stakeholders across all levels of the organization, including executive leadership.

Drive Adoption & Utilization: 

• Proactively monitor customer health and utilization data, delivering training, advising on best practices, workflows, and configuration options to drive product adoption and maximize usage and value realization.

Ensure Customer Outcomes & Value:

• Understand, measure, and report on customer business goals and key performance indicators (KPIs), ensuring customers achieve their desired outcomes and continually recognize the value of GLOBO’s solutions.
• Lead Quarterly Business Reviews, Annual Reviews, and ad hoc customer meetings.

Lead Account Planning & Risk Mitigation:

• Develop comprehensive account plans and lead the execution of the account strategy.
• Maintain internal CRM (Hubspot) to monitor customer health, proactively identify "at-risk" accounts, and lead the execution of prescriptive interventions that ensure high satisfaction and retention.
• Own the contract renewal process for assigned accounts, including proactive risk mitigation, negotiating terms, and securing on-time renewal commitments.
• Actively identify and develop opportunities to expand GLOBO’s service offerings for upsell/cross-sell and provide additional value to clients.

Serve as the Voice of the Customer: 

• Act as the internal voice of the customer, advocating for their priorities, gathering product and service feedback, and partnering with customer stakeholders to resolve challenges and drive value realization.
• Partner cross-functionally with Sales, Marketing, Product & Engineering, Customer Support, Implementation, Operations and Finance to ensure customer satisfaction. 

Required Minimum Education and Experience:

• A Bachelor’s degree or equivalent.
• 5+ years of experience in a customer-facing role (post-sales account management, customer success, or comparable experience) within healthcare technology/operations.
• Excellent verbal and written communication skills.
• Excellent time management and project management skills.
• Demonstrated experience navigating complex contract negotiations.
• Experience managing customer lifecycles within a CRM (Hubspot preferred) and proficiency in remote collaboration tools.
• High level of initiative, accountability, and follow-through.
• Ability to manage multiple initiatives and projects and prioritize needs.
• Strong sense of service and passion for health equity and GLOBO’s mission of “Helping people communicate when it matters most”.
• Possession of a valid Driver’s License and a clean driving record. Ability to manage independent transportation to various client sites and regional travel hubs.
• Authorized to legally work for any employer in the United States.
• Willingness to submit to any requested background checks.

Additional Preferred Requirements:

An understanding of the language access industry, regulatory requirements, and common workflows.

Prior experience at a high growth company in a decentralized environment.

Experience with Google Docs and Apple/Mac Operating System.

Travel Requirements: 25 - 30% domestic travel requirement for on-site client visits and industry events.

GLOBO Foundations Core Competencies: GLOBO has created a roadmap to success outlining the key KSA’s and competencies in each job band. To perform the essential functions of this position and the job successfully, an individual should demonstrate the following competencies.

Drive Results—Takes accountability for individual outcomes - good or bad. Prioritizes work to support Company rocks.

Communicate Effectively - Asks questions to ensure understanding. Listens with intent to understand.

Developing Self and Others - Expands self-awareness and is open to feedback. Takes ownership/Seek opportunities of learning, career growth, and development.

Growth-Focused -Develops a growth mindset by keeping an open mind during change. Seeks opportunities to move out of comfort zone.

Customer Centricity -Consistently provides excellent customer service. Actively gathers and leverages information to understand current and emerging customer priorities, problems, expectations, and needs - present proposed solutions within area of responsibility.

Supervisory Responsibilities: This position does not have direct supervisory responsibilities.

Work Environment: This position predominantly operates in a remote/home office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee may be required to stand up or to sit for up to eight hours or more at a time. The employee must use his/her hands to handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. The employee is occasionally required to walk, sit, climb, or balance, and stoop, kneel, or crouch. The employee may be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus. 

Persons with mental or physical disabilities as defined by the Americans With Disabilities Act are eligible for this position as long as they can perform the essential functions of the job after reasonable accommodations are made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible for this position.

Requirements: