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American Medical Association · 4 hours ago

Sr Manager Customer Success (Hybrid)

Chicago, IL

Full-time

Hybrid

Senior Level

$103K/yr - $136K/yr

7+ years exp

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. They are seeking a Sr. Manager Customer Success to manage the post-sale customer experience for group membership institutions, overseeing a team of Customer Success Managers and developing systems to enhance customer engagement and retention.

EducationHealth CareNon Profit

Responsibilities

Develop and continuously refine the Customer Success Playbook, including onboarding arc, product user training materials, communication templates, and outcome-aligned product guidance

Align service models to account segments and growth opportunities to optimize customer engagement

Assign accounts to Customer Success Managers based on account segment, product scope, and resource capacity

Identify and implement opportunities to streamline, digitize, and automate customer engagement with MMX education products to create efficiencies and evolve customer interactions within the learning environment

Develop business cases to integrate or invest in technologies that support customer scale

Coordinate cross-functional collaboration to enhance the post-sale customer journey

Identify and monitor key ROI metrics internally and on behalf of subscribers

Establish and operationalize a system for gathering and applying customer feedback across the engagement lifecycle

Determine frequency, audience, distribution channel and approach for applying results and sharing findings with relevant stakeholders

Partner with the Content and Communication team to cultivate customer advocates and produce targeted engagement materials

Collaborate with Product Ops team to address usability issues, including login friction and system administration challenges

Facilitate advisory groups with key customers and stakeholders to inform product evolution and deepen engagement

Coach Customer Success Managers to proactively manage retention, analyze account risk, and execute data-driven retention plans

Provide ongoing leadership, training and development, ongoing feedback, support and counsel. Develop individual performance goals and accountabilities

Analyze capacity and align resources to support team and individual goals

Recruit and train staff, developing strong expertise in product attributes, customer insights, and communication. Ensure team mastery of all core MMX education products

Qualification

Customer Success ManagementAccount ManagementPeople ManagementHealthcare ExperienceAnalytical SkillsCommunication SkillsLearning Management SystemsCritical ThinkingProject Management

Required

Analytical, goal-oriented, and creative with excellent communication skills (written and verbal) and ability to excel in a matrixed environment

Bachelor's degree in business, communications, healthcare administration or related field required

7+ years of account management and customer relationship experience with segmented customers across multiple products required

3+ years of people management experience required

Proven critical thinking skills with ability to identify and address root causes of recurring issues. Success in facilitating strong customer relationships and resolving issues to retain customers and increase loyalty

Proven ability to organize and prioritize while managing multiple projects/programs simultaneously in fast paced environment

Strong external presence to communicate with customers and stakeholders

Some travel is required

Preferred

Master's degree preferred

Previous experience managing customers in a healthcare-related context preferred

Familiarity with learning management systems, online education programs, and accreditation standards strongly preferred, particularly in a medical setting