Client Success Manager

Summary

Join LeanTaaS, a leading healthcare SaaS company, as a Client Success Manager to design and execute customer success strategies. Initially working independently, you will build a deep understanding of our product and customer needs. This role offers the unique opportunity to shape the customer success function for a rapidly growing startup, collaborating closely with leadership, product, and development teams. You will develop and grow the team, establish KPIs, and build strong client relationships. The ideal candidate possesses leadership, strategy, and customer relationship management experience within a healthcare SaaS environment. Remote work is available in select states.

Requirements

• Bachelor's degree or equivalent years of related experience
• 5+ years of experience in customer success, account management, or related roles within a healthcare SaaS or B2B SaaS environment
• Ability to travel approximately 25% of the time
• Proven experience designing and scaling customer success programs
• Strong leadership and team management skills with experience growing and mentoring teams
• 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
• Exceptional communication and presentation skills

Responsibilities

• Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS clients
• Operate as a solo contributor initially, building a deep understanding of the product and customer needs
• Develop and grow the team including hiring, mentoring, and establishing processes
• Establish KPIs and metrics to track customer success, satisfaction, and team performance
• Develop strong, long-term relationships with key stakeholders at client organizations
• Act as the primary escalation point for high-level customer inquiries, ensuring prompt and effective resolution
• Conduct regular business reviews with clients to assess success metrics and identify growth opportunities
• 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 clients and internal staff
• 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

Preferred Qualifications

• Experience working in a startup or high-growth environment
• Experience working in enterprise healthcare
• Familiarity with the unique challenges of healthcare workflows and patient care coordination
• Knowledge of HIPAA compliance and healthcare regulatory requirements
• Certifications in customer success, project management, or related fields (e.g., PMP, CSM, or CCSM)

Benefits

• Competitive compensation package that includes base salary, target bonus, and stock options
• 401(k) Match
• Comprehensive healthcare benefits
• Generous Paid Time Off and Parental Leave
• Monthly reimbursement for Skill Building
• Monthly reimbursement for Wellness, Transportation, and/or Home Office
• Education Reimbursement for select courses/programs