Senior Customer Success Manager

Role Overview

• Partner with sales and implementation to support smooth onboarding, ongoing training, and adoption of contracted functionality.
• Form deep relationships with customers, serve as a trusted advisor, and ensure ongoing success, engagement, and strategic conversations with key executive stakeholders and decision makers.
• Develop Verifiable product expertise to build credibility and add value for customers, including an understanding of underlying technical architecture and APIs for integration discussions.
• Conduct regular touchbases and quarterly business reviews across your accounts to ensure retention and strategic alignment between Verifiable and our customers.
• Identify upsell and expansion opportunities by understanding customer goals and aligning them with new product features or services.
• Drive commercial negotiations with customers and internal legal and finance teams to efficiently and symbiotically close deals and restructure contracts.
• Drive a feedback loop with cross-functional teams by gathering and synthesizing customer inputs to inform product development and prioritize roadmap enhancements.
• Support accounts with custom reporting needs outside of the standard product. This includes leveraging advanced reporting features and building Salesforce workflows for complex custom use cases.
• Monitor account health and proactively resolve and escalate issues to reduce churn.
• Maintain CRM hygiene, ensuring account records and documentation are up to date. This includes optimizing Salesforce instances and ensuring data integrity.
• Pursue ongoing healthcare industry and CRM platform education and training.
• Contribute to team-wide initiatives to make Verifiable a great place to work and drive Customer Success department efficiencies.

Requirements

• 5+ years of Senior Customer Success in B2B SaaS (healthcare and Salesforce experience preferred)
• Experience managing a book of business > $3M ARR, building pipeline, & closing deals
• Strong Executive relationship-building, communication, presentation and problem-solving skills
• Experience navigating complex, matrixed client relationships and driving retention
• Familiarity with Salesforce CRM and customer success tools, including experience building or troubleshooting basic Salesforce process builder/flow automations and reports.
• Proven ability to translate technical concepts into business value for non-technical stakeholders.

Benefits

• Health/Vision/Dental plans
• unlimited PTO
• new Apple equipment
• startup equity as part of your comp package