Commence · 1 day ago
Customer Success Manager
Virginia Beach, VA
Full-time
Onsite
Senior Level
5+ years expCommence is a company focused on data-centric transformation in healthcare, aiming to enhance health outcomes through quality data-driven solutions. The Customer Success Manager will be responsible for managing post-sale relationships with clients, driving product adoption, and ensuring customer satisfaction and retention.
AnalyticsArtificial Intelligence (AI)Clinical TrialsCloud ComputingHealth CareSoftware
Responsibilities
Serve as the primary post sale point of contact for assigned customers, owning the overall relationship, satisfaction and potential growth
Support customer onboarding and implementation in partnership with sales, product and support to ensure a smooth and timely go-live
Develop and maintain customer success plans that align with client goals, use cases and key performance indicators
Drive product adoption by providing ongoing training, best practice recommendations and guidance tailored to healthcare workflows and regulatory needs
Actively monitor customer health, adoption and engagement to identify risks, mitigate churn and address issues before escalation
Conduct regular business reviews such as QBR’s to demonstrate value, report outcomes and align on future objectives
Act as the voice of the customer internally to gather feedback and collaborate with product and engineering to influence roadmap priorities
Coordinate issue resolution by working closely with the support and technical teams to ensure timely and effective problem resolution
Identify expansion and upsell opportunities in partnership with sales
Support contract renewals by reinforcing ROI, addressing concerns and ensuring a positive renewal experience
Maintain accurate customer records, activity notes and health metrics in CRM and customer success platforms
Qualification
Required
Bachelor's degree in business, communications or another related field
Minimum of 5-7 years of experience in sales, customer support or other related field and preferably within the software or technology industry
Experience supporting healthcare organizations, government agencies, or regulated industries with complex workflows
Strong ability to build trusted relationships with diverse stakeholders, including executive, operational, and technical contacts
Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical audiences
Proficiency with CRM and similar customer success platforms
Strong problem-solving and organizational skills, with the ability to manage multiple customer accounts and priorities simultaneously
Coachable mindset with a strong desire to learn, improve and grow in a customer success or similar career
Detail-oriented with the ability to manage multiple tasks and meet deadlines
Must be able to travel within the United States on a quarterly basis while maintaining professionalism
Company
Commence
Commence delivers AI-driven healthcare data platform and clinical expertise that supports analytics, decisions, and workflow improvement.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase