Sr. Customer Success Manager

Sr. Customer Success Manager

In this senior role, you will build strategic partnerships with enterprise healthcare clients, helping them maximize the value of technology solutions and achieve measurable business outcomes. You will serve as a trusted advisor to executive stakeholders, aligning customer goals with product capabilities and long-term success strategies. Working across customer success, sales, and internal account teams, you will strengthen relationships, identify growth opportunities, and proactively address challenges that could affect customer satisfaction or retention. You will use data-driven insights to monitor account health, guide strategic decisions, and develop tailored plans that support adoption and business value. This opportunity is ideal for a relationship-focused professional with experience in healthcare technology, enterprise account management, or customer success. You will contribute to technology-enabled improvements in acute and post-acute care, supporting organizations that serve vulnerable populations.

Accountabilities

• Manage enterprise customer relationships: Build and maintain strong partnerships with enterprise healthcare clients, ensuring they optimize their use of technology solutions and realize ongoing value.
• Develop customer success plans: Create and execute joint success plans that align customer objectives with business outcomes, strengthen stakeholder engagement, and support account growth.
• Serve as a strategic advisor: Partner with C-level executives and customer leadership teams to provide strategic guidance, define pathways to value, and align technology adoption with broader business priorities.
• Drive customer adoption and value realization: Help customers maximize the benefits of their solutions through proactive engagement, consultative support, and tailored recommendations.
• Collaborate cross-functionally: Work closely with internal account teams and relevant departments to coordinate customer initiatives, resolve challenges, and deliver a consistent customer experience.
• Monitor account health and retention: Analyze customer health indicators, identify potential risks early, and implement proactive strategies to mitigate churn and strengthen long-term relationships.
• Manage escalations and recovery plans: Act as an escalation point when necessary, manage customer expectations, and develop actionable plans to address at-risk accounts.
• Identify growth opportunities: Recognize opportunities to deepen customer relationships, expand solution adoption, and support sustainable account growth.
• Use data to guide decisions: Interpret customer and account performance data, translate findings into actionable insights, and communicate recommendations to stakeholders.
• Maintain effective customer management practices: Apply established customer success methodologies and use CRM platforms to track engagement, document account activity, and support consistent relationship management.

Requirements

• Experience in a customer-facing role within a SaaS or technology company.
• Background in healthcare sales, account management, or customer success management, preferably managing a portfolio of enterprise customers.
• Proven ability to build, sustain, and grow strategic customer relationships across multiple organizational levels.
• Demonstrated experience developing and delivering joint customer success plans that align business objectives with measurable outcomes.
• Strong executive presence and the ability to act as a trusted business advisor to senior leaders and C-level stakeholders.
• Experience identifying customer risks, managing escalations, developing recovery plans, and implementing strategies to improve retention.
• Excellent written and verbal communication skills, including strong presentation and stakeholder management capabilities.
• Strong analytical skills, with the ability to interpret data, identify trends, and translate findings into practical business recommendations.
• Ability to work independently in a remote environment while collaborating effectively with cross-functional teams.
• Experience using CRM and customer success management platforms, particularly Salesforce and/or Gainsight.
• A bachelor's degree in a relevant field or equivalent practical experience.
• A proactive, adaptable mindset, with the ability to thrive in a fast-paced environment and take ownership of customer outcomes.
• A genuine interest in the future of work and in helping healthcare organizations improve services for vulnerable populations.
• Location consideration: Although this opportunity is requested as Canada-based, the original posting lists the position as remote in the United States. Canadian hiring eligibility and applicable employment arrangements should be confirmed before proceeding.

Benefits

• Annual compensation: US$118,000US$132,000 per year as stated in the original posting. A separate Canadian salary range or currency conversion is not specified.
• Remote work: The original posting describes the position as remote, although it identifies the United States as the location.
• Strategic impact: Opportunity to help enterprise healthcare organizations improve technology adoption and customer outcomes in acute and post-acute care.
• Professional development: Exposure to executive-level relationship management, enterprise customer success strategy, and cross-functional collaboration.
• Relationship ownership: Opportunity to develop long-term client partnerships and influence customer retention, satisfaction, and growth.
• Important details to confirm: Canadian employment eligibility, benefits availability, travel expectations, and compensation arrangements for candidates residing in Canada are not specified in the original posting.