Rhapsody · 2 months ago
Customer Success Manager, Contract Optimization
Boston, Massachusetts, United States
Full-time
Hybrid
Mid, Senior Level
4+ years expRhapsody is a company focused on innovating healthcare data exchange solutions. They are seeking a Customer Success Manager to engage with customers on contract optimizations, ensuring fair agreements while maintaining a positive customer experience and strong retention.
Hospital & Health Care
Responsibilities
Proactively engage customers whose contracts are due for optimization or renewal
Conduct discovery conversations to understand customer usage, satisfaction, and goals before presenting new pricing options
Clearly communicate pricing updates and the rationale behind them in a transparent, value-based manner
Lead renewal and pricing alignment discussions with customers to reach fair, mutually beneficial outcomes
Manage all aspects of pricing negotiation related to existing agreements, ensuring alignment with current product value and company objectives
Coordinate with Sales Operations and Finance to ensure accurate documentation and execution of new agreements
Build and maintain strong relationships with key customer stakeholders throughout the contract optimization process
Identify potential churn risks early and implement strategies to preserve customer satisfaction and long-term retention
Collaborate closely with the Account Management team to hand off any identified upsell or cross-sell opportunities—this role’s primary focus is on renewal and pricing optimization only
Partner with Account Management, Product, and Marketing teams to share customer insights, pricing feedback, and contract trends
Contribute to the development of communication materials and processes that improve the customer experience during pricing and renewal discussions
Track and report on renewal rates, retention outcomes, and contract optimization metrics
Maintain complete and accurate CRM records of all customer interactions, negotiations, and agreements
Provide leadership with regular feedback on customer sentiment, pricing objections, and opportunities for process improvement
Qualification
Required
4–8+ years of experience in Customer Success, Renewals Management, or Account Management within a SaaS or technology environment
Demonstrated success managing contract renewals or pricing realignments without upsell or cross-sell ownership
Exceptional communication, negotiation, and relationship-building skills
High emotional intelligence and ability to handle sensitive customer conversations with empathy and professionalism
Strong attention to detail, time management, and organizational skills
Proficiency with CRM systems (e.g., Salesforce, Gainsight, or HubSpot) and collaboration tools
Benefits
Unlimited PTO, sick time, volunteer days
Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
Continuous learning and development opportunities
An innovative, inclusive, and fun work environment
Company
Rhapsody
Rhapsody is a digital health enablement platform company with healthcare integration, identity management, and clinical terminology expertise.
201-500 employees
