Customer Success Manager

Bluesight is a high growth healthcare information technology company dedicated to enhancing efficiency and safety in health systems. The Healthcare Customer Success Manager will cultivate relationships with hospital customers, ensuring their long-term success by managing their overall experience with Bluesight's solutions and driving product adoption.

Responsibilities:

• Develop Healthcare Executive Relationships and present Executive Business Reviews (EBRs)
• Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes
• Conduct regular business reviews with healthcare executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return
• Proactively analyze gaps between current state and optimal state and effectively communicate recommendations that lead to value
• Track and report on key metrics for customer
• Be knowledgeable in the entire product suite/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests
• Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall health scores
• Vary service approach based on customer segmentation and delivery playbooks
• Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives
• Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues
• Acquire and maintain customer references
• Monitor and respond to NPS survey feedback and Customer Health scores
• Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk
• Achieve annual renewal targets in partnership with Renewals Specialist
• Facilitate new growth opportunities and achieve annual growth targets

Requirements:

• Bachelor's degree or equivalent work experience
• 3+ years of Customer Success, Account Management, or similar customer-facing role within a high-growth SaaS company
• 3+ years of B2B Healthcare company experience in Account Management or Customer Success preferred
• The ideal candidate brings 3+ years of healthcare Customer Success experience that includes effective management of a large customer pool with SaaS contracts above $100k
• Demonstrates an ability to balance strong, consultative customer service and consistently achieve performance metrics
• Demonstrates a clear and energetic communication style that is effective at both the executive and end user level of an organization
• Must be a self-starter and demonstrate a history of success, multiple examples of taking initiative, and the ability to succeed in a fast-paced, high pressure environment