Customer Success Manager

US (Remote), Full-time

The Customer Success Manager (CSM) is responsible for serving as a trusted advisor to our clients. Your role will consist of being the primary contact person for our customers, ensuring successful deployments and adoption in each and every one of them. The CSM is responsible for expanding the utilization of the platform, and is the connection point between our customers and C8 Health internal team.

In this role, you will:
  • Serve as the primary contact and a trusted partner for our customers with strong relationships across each care team, administration and the management of hospital departments
  • Prepare a deployment plan tailored to each new customer and guide them through it including identifying and monitoring key success metrics.
  • Generate periodical reports to our customers on selected KPIs
  • Gather continuous and meaningful customer feedback and report it to the product team
  • Monitor quantitative and qualitative engagement and usage data to identify usage patterns and overall customer “health” with the purpose of implementing solutions to ensure customer satisfaction and our product’s stickiness
  • Provide ongoing training to users and content administrators
  • Drive contract renewals, expansion into new sites and departments, partnering with the sales team to expand the business and increase revenue per account
This role is a great opportunity for you if:
  • You thrive on building meaningful customer relationships at all levels of the organization
  • You are excellent at cross-functional collaborations and want to be part of a passionate and mission-driven team
  • You want a role where you’ll be at the intersection of technology, clinical care, customer relationships and revenue generation
  • You are a creative problem-solve, are detail-oriented and get things done
  • You are highly motivated, proactive and stop at nothing to drive the business forward
  • Minimum 5 years in a Customer Success or Sales role in the healthcare industry OR clinical experience
  • Having clinical experience in acute care settings is a strong advantage
  • Strong knowledge of US healthcare systems
  • Outstanding track record of working with customers
  • Very strong English verbal and written communication skills
  • Ability to travel (20-40%)
What success looks like:
  • You have established deep relationships with stakeholders in each relevant department in your hospitals as well as administration and C-Suite
  • With your leadership, your customers are achieving their measures of success
  • You are constantly monitoring data and taking proactive action to mitigate risk, with monthly checkpoints with each customer.
  • You are collaborating with our customers to identify new workflows that can be automated with the C8 Health platform
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