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Bluesight · 16 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

$70K/yr - $85K/yr

3+ years exp

Bluesight is a high growth healthcare information technology company focused on increasing efficiency and visibility for health systems. They are seeking a Healthcare Customer Success Manager to build relationships with hospital customers, ensuring their long-term success and enhancing product utilization.

Artificial Intelligence (AI)Enterprise SoftwareHealth CareInformation TechnologySoftware

Responsibilities

Develop Healthcare Executive Relationships and present Executive Business Reviews (EBRs)

Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes

Conduct regular business reviews with healthcare executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return

Proactively analyze gaps between current state and optimal state and effectively communicate recommendations that lead to value

Track and report on key metrics for customer

Be knowledgeable in the entire product suite/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests

Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall health scores

Vary service approach based on customer segmentation and delivery playbooks

Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives

Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues

Acquire and maintain customer references

Monitor and respond to NPS survey feedback and Customer Health scores

Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk

Achieve annual renewal targets in partnership with Renewals Specialist

Facilitate new growth opportunities and achieve annual growth targets

Qualification

Customer Success ManagementB2B Healthcare ExperienceSaaS KnowledgeAccount ManagementCommunication Skills

Required

Bachelor's degree or equivalent work experience

3+ years of Customer Success, Account Management, or similar customer-facing role within a high-growth SaaS company

3+ years of B2B Healthcare company experience in Account Management or Customer Success preferred

3+ years of healthcare Customer Success experience that includes effective management of a large customer pool with SaaS contracts above $100k

Demonstrates an ability to balance strong, consultative customer service and consistently achieve performance metrics

Demonstrates a clear and energetic communication style that is effective at both the executive and end user level of an organization

Must be a self-starter and demonstrate a history of success, multiple examples of taking initiative, and the ability to succeed in a fast-paced, high pressure environment