Florence Healthcare · 9 hours ago
Principal Customer Success Manager
Atlanta, GA
Full-time
Remote
Lead/Staff
10+ years exp
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Responsibilities
Build and nurture executive-level relationships with key stakeholders to understand their business goals, challenges, and success metrics. Serve as a trusted advisor and advocate, positioning Florence Healthcare as a critical partner in their clinical trial operations.
Lead the customer journey, from onboarding to adoption and renewal, ensuring a seamless and value-driven experience. Develop and execute strategic success plans focused on quantifiable business outcomes and actively coach others in establishing this practice.
Proactively identify risks and opportunities within customer accounts, implementing tailored solutions to drive retention and expansion. Collaborate with cross-functional teams, including Sales, Product, Professional Services and Engineering, to deliver proactive and impactful outcomes.
Analyze customer usage patterns, health metrics, and industry trends to provide actionable recommendations. Has proven ability to deeply understand customer health scoring, predictive risk management and is well versed in risk prevention and risk resolution. Lead impactful business reviews, demonstrating ROI and driving ongoing engagement.
Provide mentorship and guidance to the broader Customer Success team, sharing expertise and driving process improvements. Contribute to the development of scalable customer success methodologies and tools.
Act as a subject matter expert in clinical trials and healthtech, offering best practices, industry insights, and innovative strategies to customers. Represent Florence Healthcare at industry events and forums, strengthening our thought leadership presence.
Qualification
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Required
Demonstrated ability to build trust and influence at all organizational levels, including C-suite executives.
Proven track record of leading complex, strategic customer engagements in healthtech or SaaS environments.
A passion for delivering exceptional 'white glove' service with a focus on creating meaningful value for customers.
Strong ability to assess challenges, analyze data, and develop creative solutions that drive outcomes.
Deep understanding of clinical trials, healthtech, or SaaS industries.
Ability to translate technical product capabilities into customer-specific solutions.
Thrive in a fast-paced, high-growth environment.
Self-motivated with a proactive approach to continuous improvement and innovation.
Bachelor's degree or Equivalent experience
10+ years of experience working in a healthtech or SAAS environment
Preferred
Experience with CRM tools (e.g. Salesforce) and customer success platforms (e.g. Gainsight) is highly desirable
Benefits
Medical and dental insurance
Company
Florence Healthcare
Florence is a clinical trials platform that connects pharmaceutical companies and study sites to decentralize trials for drug development.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$115.8MKey Investors
Insight PartnersFulcrum Equity PartnersBee Partners
2022-06-22Series C· $27M
2021-05-06Series C· $80M
2019-10-10Series B· $7.1M
Leadership Team
Ryan Jones
Co-Founder and CEO
Andres Garcia
Co-founder and CTO
Recent News
Company data provided by crunchbase
