Senior Customer Success Manager

GLOBO is focused on providing a legendary customer experience in the healthcare sector. They are seeking an experienced Senior Customer Success Manager to build relationships with strategic healthcare accounts, drive customer satisfaction, and ensure value realization from GLOBO’s solutions.

Responsibilities:

• Build and own multi-threaded relationships across each customer's organization, including language access, clinical operations, IT, and patient experience, with a deliberate focus on establishing trusted partnerships with senior and executive leaders
• Partner with customers to unlock the full value of GLOBO's solutions, including advising on workflow optimization, service configuration, and new modality adoption, positioning GLOBO as indispensable to the customer's language access strategy
• Identify and close expansion opportunities, including new modalities, integrations, and enterprise-wide rollouts across multi-site health systems
• Own the renewal process end-to-end for assigned accounts, including commercial negotiation and securing multi-year commitments that reflect demonstrated value
• Develop a deep understanding of each customer's clinical, operational, and financial objectives, and build a measurable account plan that connects GLOBO's solutions to those outcomes
• Define, track, and report on customer-specific KPIs, ensuring that stakeholders at every level consistently understand and can articulate the value GLOBO delivers
• Lead Business Reviews and strategic planning sessions with senior and executive stakeholders, translating performance data into forward-looking recommendations that deepen the relationship
• Develop and own multi-year strategic account plans that align GLOBO’s roadmap and capabilities with the customer’s long-term clinical, operational, and financial objectives
• Own customer health, proactively interpreting utilization data and engagement signals to identify risk early, design targeted interventions, and drive adoption, retention, and revenue expansion
• Maintain internal CRM (Hubspot) to monitor customer health, proactively identify risks, and lead the execution of prescriptive interventions that ensure high satisfaction and retention
• Act as the internal voice of the customer, advocating for their priorities, gathering product and service feedback, and partnering with customer stakeholders to resolve challenges and drive value realization
• Partner cross-functionally with Sales, Marketing, Product & Engineering, Customer Support, Implementation, Operations and Finance to ensure customer satisfaction
• Serve as an extension of the Commercial leadership team, including participating in key prospect conversations, RFP responses, and customer advisory opportunities, as well as representing the Customer Account Management team in internal cross-functional forums
• Own the development of key resources, playbooks, governance materials, and internal processes that set the standard for the CAM organization
• Serve as a mentor to others on the CSM team to further develop their skillset

Requirements:

• A Bachelor's degree or equivalent
• 8+ years of experience in post-sales customer success or account management, including at least 3 years managing enterprise or health system accounts
• Excellent verbal and written communication skills
• Excellent time management and project management skills
• Demonstrated experience navigating complex contract negotiations
• Experience managing customer lifecycles within a CRM (Hubspot preferred) and proficiency in remote collaboration tools
• High level of initiative, accountability, and follow-through
• Ability to manage multiple initiatives and projects and prioritize needs
• Strong sense of service and passion for health equity and GLOBO's mission of 'Helping people communicate when it matters most'
• Possession of a valid Driver's License and a clean driving record. Ability to manage independent transportation to various client sites and regional travel hubs
• Authorized to legally work for any employer in the United States
• Willingness to submit to any requested background checks
• An understanding of the language access industry, regulatory requirements, and common workflows
• Prior experience at a high growth company in a decentralized environment
• Experience with Google Docs and Apple/Mac Operating System
• Hubspot proficiency