FinThrive · 12 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Adopt and utilize of resources provided to pro-actively monitor and manage Customer outcomes and success to include: Gainsight, Salesforce, FinThrive Analytics

Capture and track Customer value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)

Responsible for creating an account plan and Customer growth strategy in collaboration with Sales Executives

Internally document at risk mitigation plans

Provide leadership regular updates on assigned customers status leveraging internal tools to back up their (red, yellow, green) status

Own that the CSM is a key role in Customer satisfaction and performance

Accept responsibility/accountability for responding to all assigned Customer issues and tasks

Take full responsibility for the account in Customer satisfaction, communication, and when needed, escalation

Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback

Identify opportunities for operational and process improvements related to the utilization and integration

Manage all renewals and accurate listing of contract expiration dates and notification requirements

Protect existing revenue and monthly analysis of revenue variances

Serve as internal escalation point for issues regarding a customer’s contract or invoices

Conduct annual reviews quarterly pulse checks with customers

Possess a full and complete understanding of the internal control requirements within their area of ownership/responsibility. Responsible and accountable for internal control implementation and performance within their area of ownership/responsibility. Ensures proper internal control change management protocol is followed

Meet and exceed quarterly and annual Customer revenue targets

Comply with renewal process and meeting or exceeding annual renewal targets

Identify growth opportunities within assigned Customer base

Secure and increase references

Foster high response rate and positive KLAS and Net Promoter survey scores

Ensure Customer satisfaction, to include owning communication of value realization, as well as by managing and setting Customer expectations through remote Customer management and some though less frequent Customer travel

Manage escalations from assigned customers

Qualification

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Customer Success ManagementHealthcare RCMGainsightSalesforceFinThrive AnalyticsMS OfficeHealthcare industryFinThrive productsInvolvement with HFMAProactive self-starter