Key skills
Customer success strategyHealthcare SaaS experienceCRM tools proficiencyData analysis toolsCustomer relationship managementHealthcare regulatory knowledgeSoftware implementation experienceProject management toolsTeam buildingJavaScript knowledgeHTML knowledgeCSS knowledgeCommunication skillsProblem-solving skillsmentoringJavaScriptSaaSCRMProject ManagementMentoringCommunicationCritical ThinkingPresentation SkillsCustomer SuccessAccount Management
About this role
LeanTaaS is a growth stage company that creates software solutions for healthcare operations. They are seeking a Customer Success Manager to design and implement customer success strategies, build relationships with stakeholders, and ensure a best-in-class customer experience for their healthcare SaaS products.
Responsibilities:
- Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS customers
- Build strong, long-term relationships with key stakeholders across your customer portfolio by defining KPIs and success metrics to track progress, satisfaction and ensure ROI
- Act as the primary escalation point for high-level customer inquiries, ensuring prompt and effective resolution
- Oversee and refine the onboarding process to ensure seamless adoption of the platform
- Collaborate with the Product and Development teams to create robust training materials and resources for customers and internal staff
- Conduct regular business reviews with customers to assess success metrics and identify growth opportunities
- Act as the voice of the customer, providing insights and feedback to the Product and Development teams to drive continuous improvement
- Stay informed about trends and best practices in healthcare SaaS to ensure our product and service offerings remain competitive
- Help grow the Customer Success Surgical Clinics team by participating in hiring, mentoring, and establishing team processes
Requirements:
- Bachelor's degree in health sciences, engineering, business administration or equivalent years of related work experience
- 5+ years of professional experience in a customer success, account management, or related roles at a high-growth healthcare SaaS or health tech company
- A maniacal obsession with customer happiness, success, and retention. You're the type of person who will move mountains to solve problems and make people successful
- Proven experience designing and scaling customer success programs
- Exceptional communication and presentation skills. Ability to convey complex concepts clearly to non-technical audiences, influence stakeholders at all levels, and drive alignment in ambiguous situations
- Demonstrated ability to build and maintain relationships with key stakeholders in healthcare organizations
- Excellent problem-solving, critical thinking, and analytical skills
- Proficiency in CRM tools, customer success platforms, and data analysis tools
- Ability to champion and drive process improvements
- Ability and willingness to travel 25-50% of the time
- Previous experience working in a startup or high-growth environment
- Experience in enterprise healthcare
- Experience with general software implementation processes
- Familiarity with the unique challenges of healthcare workflows and patient care coordination
- Knowledge of HIPAA compliance and healthcare regulatory requirements
- Strong familiarity with project management tools and best practices
- Certifications in customer success, project management, or related fields (e.g., PMP, CSM, or CCSM)
- Experience growing and mentoring teams
- Basic knowledge of JavaScript, HTML, and/or CSS