Senior Customer Success Manager

TigerConnect, Inc. is hiring a Senior Customer Success Manager to manage strategic post-sales relationships with large enterprise healthcare clients. The role drives adoption, retention, expansion, and advocacy by aligning customer goals with TigerConnect’s clinical communication and collaboration platform.

Responsibilities:

• Serve as the trusted advisor for assigned accounts, cultivating relationships with clinical leaders, IT teams, and administrators
• Proactively lead discussions around healthcare-specific goals and strategies
• Conduct regular check-ins, facilitate Business Value Reviews (BVRs), and assess progress towards success plan milestones
• Collaborate with customers to create tailored success plans with clear, measurable objectives
• Drive alignment on milestones, integrating advanced platform features and workflows to achieve ROI
• Monitor and communicate progress, adapting strategies as needed to address evolving customer needs
• Analyze data to identify underutilized features and provide actionable recommendations
• Introduce customers to new platform capabilities and demonstrate their impact on improving workflows and outcomes
• Share best practices, use cases, and resources to encourage deeper engagement with TigerConnect
• Act as the voice of the customer within TigerConnect, providing valuable feedback to internal teams
• Partner with support and product teams to address customer challenges promptly and transparently
• Educate customers on compliance standards, including HIPAA, ensuring best practices in secure communication
• Identify upsell and cross-sell opportunities that align with customer goals
• Use success plans and data-driven insights to demonstrate ROI during renewal discussions
• Reduce churn by maintaining healthy customer relationships and addressing risks proactively
• Partner with the Implementation and Professional Services teams to deliver seamless onboarding experiences
• Conduct tailored training sessions for end-users and administrators to ensure successful platform adoption
• Share customer insights to influence product development and marketing initiatives
• Collaborate with Sales and Professional Services to ensure customer alignment throughout their lifecycle
• Encourage customers to share success stories through testimonials, webinars, and other marketing initiatives
• Build strong relationships to turn customers into long-term advocates of TigerConnect
• Stay up-to-date with industry trends and best practices in customer success, and advocate for their adoption within the organization

Requirements:

• Bachelor's degree in healthcare, business, marketing, or a related field
• 8+ years of experience in client success management or a related field, with a focus in B2B SaaS industry, healthcare or healthcare tech experience is required
• Familiarity with clinical workflows, IT environments, and regulatory compliance in healthcare
• Proficiency with SaaS platforms, data analytics, and integrations (e.g., EHRs)
• Strong customer relationship management skills, with the ability to build trust and rapport with clients and to build long-term partnerships that drive value
• Experience developing and implementing client success strategies that align with business goals and objectives
• Excellent communication and presentation skills, with the ability to effectively communicate complex ideas and data to both technical and non-technical stakeholders
• Strong analytical skills, with the ability to analyze client data and provide insights to inform product and service development
• Project Management experience including managing success plans with clearly defined goals and timelines
• Experience working with cross-functional teams including sales, marketing, and product
• Knowledge of customer success best practices and industry trends
• Self-motivated, with the ability to work independently and as part of a team in a fast-paced, dynamic environment
• Experience with customer success tools such as Salesforce, Gainsight, or similar platforms preferred