Manager, Customer Success

We’re looking for a driven Manager, Customer Success to oversee a team of customer success managers (CSMs), driving system utilization, adoption, and high levels of client satisfaction. The successful candidate is self-directed in managing a portfolio of clients and proactively identifies process improvement opportunities, takes ownership of and resolves escalated issues, leads optimization efforts, and runs point on any retention efforts.

Responsibilities:

• Lead, mentor, and grow customer success managers to drive successful engagements and build strong partnerships with current clients, supporting CSM team day-to-day operations
• Serve as an escalation point for client-related issues and work cross-functionally with other teams to find solutions
• Analyze and develop effective and efficient internal processes and strategies to improve the client experience
• Ensure team members have appropriate training and other resources to perform their job duties
• Collaborate with clients to identify common challenges and trends, proactively driving process improvement initiatives to solve them permanently
• Build and maintain trusting relationships and provide day-to-day support to clients (e.g., executive sponsors, department or service line directors, and key strategic partners)
• Ensure clients are maximizing the value of their Lightning Bolt investment, identifying, developing, and sharing best practices that enable clients to achieve their business goals and objectives
• Develop and maintain product expertise, driving high end-user satisfaction
• Serve as the voice of the client and as an advocate for end users in the organization
• Provide proactive oversight of system utilization, adoption, and service request data to identify, resolve, and prevent issues in an effort to ensure client satisfaction and retention
• Understand scheduling workflows and how Lightning Bolt can be applied to improve them
• Collaborate with account executives to establish and execute on client account plans
• Lead client retention and save programs, where appropriate
• Collaborate with application consultants to resolve client scheduling issues
• Ensure successful coordination of all client service activities

Success factors:

• Ability to establish and maintain relationships
• Excellent written and verbal communication skills
• Exceptional customer service
• Product expertise and the ability to apply Lightning Bolt to solve client problems
• Ability to juggle multiple tasks in high-pressure situations
• Ability to drive process change
• Have excellent critical thinking and problem-solving skills
• Strong work ethic

Essential qualifications:

• Bachelor’s degree required
• 3+ years of relevant customer success experience, preferably in a SaaS Software environment

• Considerate corporate culture
• Competitive salary and benefits, including health insurance and dental and vision plans
• Generous paid time off and paid holidays
• An excellent working environment that fosters creativity
• Food and drink onsite
• Flexible work hours, including the option to work from home twice a week
• Company-sponsored volunteer time
• The opportunity to make a real difference by helping solve some of healthcare’s toughest challenges