Customer Success Manager

GLOBO is seeking a Customer Success Manager to help customers achieve desired outcomes and realize value from its solutions. The role manages customer relationships, adoption, account planning, renewals, risk mitigation, and cross-functional efforts to improve language access and retention.

Responsibilities:

• Serve as the point of contact for a portfolio of customers
• Build and maintain deep, multi-threaded long-term relationships with key language access stakeholders across all levels of the organization, including executive leadership
• Proactively monitor customer health and utilization data, delivering training, advising on best practices, workflows, and configuration options to drive product adoption and maximize usage and value realization
• Understand, measure, and report on customer business goals and key performance indicators (KPIs), ensuring customers achieve their desired outcomes and continually recognize the value of GLOBO’s solutions
• Lead Quarterly Business Reviews, Annual Reviews, and ad hoc customer meetings
• Develop comprehensive account plans and lead the execution of the account strategy
• Maintain internal CRM (Hubspot) to monitor customer health, proactively identify "at-risk" accounts, and lead the execution of prescriptive interventions that ensure high satisfaction and retention
• Own the contract renewal process for assigned accounts, including proactive risk mitigation, negotiating terms, and securing on-time renewal commitments
• Actively identify and develop opportunities to expand GLOBO’s service offerings for upsell/cross-sell and provide additional value to clients
• 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

Requirements:

• A Bachelor's degree or equivalent
• 5+ years of experience in a customer-facing role (post-sales account management, customer success, or comparable experience) within healthcare technology/operations
• 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
• Authorized to legally work for any employer in the United States
• Drive Results—Takes accountability for individual outcomes - good or bad. Prioritizes work to support Company rocks
• Communicate Effectively - Asks questions to ensure understanding. Listens with intent to understand
• Developing Self and Others - Expands self-awareness and is open to feedback. Takes ownership/Seek opportunities of learning, career growth, and development
• Growth-Focused -Develops a growth mindset by keeping an open mind during change. Seeks opportunities to move out of comfort zone
• Customer Centricity -Consistently provides excellent customer service. Actively gathers and leverages information to understand current and emerging customer priorities, problems, expectations, and needs - present proposed solutions within area of responsibility
• 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