Sr. Customer Success Manager (REMOTE)

TRAC Recruiting is seeking a Sr. Customer Success Manager for a full-time and direct hire role with one of their SaaS partners on the east coast. The role involves managing customer relationships and ensuring client satisfaction by leveraging technical insight and relationship management skills to drive customer retention and expansion.

Responsibilities:

• Manage customer relationships for on-premise and cloud-based accounts by creating and maintaining a deep customer rapport, driving strategic retention, conversion, and expansion across each client relationship
• Become a subject matter expert (SME) of their Laboratory Information Software (LIS) by maintaining a deep understanding of its configuration, workflows, and integration capabilities to advise clients and internal stakeholders effectively
• Develop and execute customer-success playbooks that leverage data insights and automation to scale account engagement and improve lifecycle outcomes
• Maintain accurate, consolidated, and hygienic customer data by tracking key health indicators, renewal milestones, and usage trends to proactively address risk and uncover opportunities
• Advocate for customer needs and influence the product roadmap by collaborating cross-functionally with Product Management, Implementation, and Customer Success teams
• Design enablement initiatives and leveraging learning-management tools to maximize user proficiency and value realization by managing, identifying and addressing training or adoption gaps
• Support both client growth and internal strategy by providing feedback and analytics into actionable insights by monitoring and communicating pivotal changes in customer health
• Drive customer renewals and contract expansions by providing solutions to evolving client requirements and ensuring long-term partnership success
• Ensure delivery of quality and consistency with best practices and configuration standards at assigned accounts to support project scope and configuration needs

Requirements:

• 7+ years of experience in a customer success or related role
• 4+ years of experience working in Software Training or Learning Management Software
• 2+ years with Project Management Experience
• 3-5 years of experience working with a CRM (Customer Relationship Management Software)
• Healthcare SAAS experience preferred
• Bachelor's degree preferred