Senior 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 an experienced Senior Customer Success Manager (CSM) with deep healthcare industry experience, executive relationship skills, and a track record of driving measurable business outcomes for complex accounts. The Senior CSM is a trusted advisor to our most strategic healthcare accounts, and will leverage their industry experience, key data insights and an understanding of GLOBO’s products and services to improve language access and drive customer satisfaction, retention, and growth. 

Responsibilities: 

Develop Meaningful Long-Term Relationships: 

• Build and own multi-threaded relationships across each customer's organization, including language access, clinical operations, IT, and patient experience, with a deliberate focus on establishing trusted partnerships with senior and executive leaders.

Drive Retention and Growth: 

• Partner with customers to unlock the full value of GLOBO's solutions, including advising on workflow optimization, service configuration, and new modality adoption, positioning GLOBO as indispensable to the customer's language access strategy.
• Identify and close expansion opportunities, including new modalities, integrations, and enterprise-wide rollouts across multi-site health systems. 
• Own the renewal process end-to-end for assigned accounts, including commercial negotiation and securing multi-year commitments that reflect demonstrated value.

Ensure Customer Outcomes & Value:

• Develop a deep understanding of each customer's clinical, operational, and financial objectives, and build a measurable account plan that connects GLOBO's solutions to those outcomes.
• Define, track, and report on customer-specific KPIs, ensuring that stakeholders at every level consistently understand and can articulate the value GLOBO delivers.
• Lead Business Reviews and strategic planning sessions with senior and executive stakeholders, translating performance data into forward-looking recommendations that deepen the relationship.

Lead Account Planning & Risk Mitigation:

• Develop and own multi-year strategic account plans that align GLOBO’s roadmap and capabilities with the customer’s long-term clinical, operational, and financial objectives.
• Own customer health, proactively interpreting utilization data and engagement signals to identify risk early, design targeted interventions, and drive adoption, retention, and revenue expansion.
• Maintain internal CRM (Hubspot) to monitor customer health, proactively identify risks, and lead the execution of prescriptive interventions that ensure high satisfaction and retention.

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. 

Additional responsibilities:

• Serve as an extension of the Commercial leadership team, including participating in key prospect conversations, RFP responses, and customer advisory opportunities, as well as representing the Customer Account Management team in internal cross-functional forums.
• Own the development of key resources, playbooks, governance materials, and internal processes that set the standard for the CAM organization.
• Serve as a mentor to others on the CSM team to further develop their skillset.

Required Minimum Education and Experience:

• A Bachelor’s degree or equivalent.
• 8+ years of experience in post-sales customer success or account management, including at least 3 years managing enterprise or health system accounts. 
• 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.
• Hubspot proficiency.

Travel Requirements: 30 - 50% 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. However, the Senior CSM is expected to mentor and coach team members and may lead cross-functional project teams.

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: