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RLDatix · 3 days ago

Customer Success Manager, Cohort

Chicago, IL

Full-time

Hybrid

Mid Level

3+ years exp

RLDatix is on a mission to help raise the standard of care everywhere, trusted by over 10,000 healthcare organizations. They are seeking a Customer Success Manager, Cohort to ensure that customers derive maximum value from their software solutions by actively participating in onboarding, managing account health, and driving customer satisfaction and retention.

Computer Software

Responsibilities

Build and maintain trusted, long-term customer relationships, earning respect and trust on behalf of RLDatix

Develop and manage success plans using objective data, in collaboration with the account team

Measure and analyze CSAT (Customer Satisfaction) by solution to identify trends and determine any necessary corrective actions

Proactively manage customer communications, tailoring information to customer-specific needs and aligning it with their mission and desired outcomes

Drive adoption by sharing relevant usage data, share ‘best practice’ goals, promote upcoming webinars and thought leadership events on products and solutions

Ensure a seamless renewal process by monitoring and managing client health, satisfaction, escalations, and sentiment

Qualification

Customer Success ManagementHealthcare SaaS ExperienceData AnalysisCustomer EngagementRelationship BuildingCollaborative Work

Required

3+ years of experience in a Customer Success role within a Healthcare SaaS company

Proven success in managing customer engagement, optimizing usage and outcomes, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS

In-depth knowledge on how to leverage data to drive customer insights and business decisions

Sincere interest in building long-term relationships with customers

A knack for working collaboratively within a fast-paced, evolving team

Ability to travel across North America as needed