Customer Success Manager

Summary

Join PartsSource as a Senior Customer Success Manager and drive the success and satisfaction of our high-value clients. You will be responsible for defining optimization opportunities, proactively monitoring client health, driving account growth, and building strong relationships with stakeholders. Leverage your strategic mindset, data-driven approach, and customer-centric focus to maximize client value and create long-term advocates. This role requires strong relationship management, problem-solving, and the ability to navigate complex client needs. You will work cross-functionally with sales, marketing, and product teams. PartsSource offers a competitive compensation package and a hybrid work culture.

Requirements

• Bachelor’s degree in business, marketing, or a related field
• 1+ years of experience in customer success, account management, or a similar client-facing role, preferably in a SaaS or tech environment
• Proven track record in driving customer adoption, expansion, and advocacy initiatives
• Strong problem-solving skills, with the ability to think strategically about customer needs and solutions
• Excellent communication, interpersonal savvy, and presentation skills, with the ability to influence senior executives and stakeholders
• Experience working cross-functionally with sales, marketing, and product teams
• Ability to analyze customer data and make data-driven decisions
• Customer-focused mindset with a passion for delivering exceptional service
• Ability to coach other junior members on the team

Responsibilities

• Define Optimization Opportunities: As part of the overall Account Plan / Value Creation Roadmap (VCR), you will be responsible for continuously identifying customer specific optimization opportunities. These opportunities support customer adoption, value realization, and drive outcomes that align with their strategic objectives. Optimization opportunities should ensure customers receive the full value from their investments by maximizing cost savings, efficiency and quality outcomes by leveraging the full suite of features that PartsSource provides
• Lead strategic business reviews by presenting performance metrics and actionable insights to keep customers engaged and aligned with long-term goals
• Proactively monitor client health: Regularly assess feature usage, customer outcomes, operational performance, and engagement. Identify gaps and opportunities for deeper product use
• Provide training, support, and best practices to ensure clients maximize value from their investment, increasing both process maturity and product feature usage
• Gather Voice of the Customer (VOC): Collect feedback to enhance PartsSource offerings, ensuring they align with evolving customer needs
• Identify and address potential challenges: Develop action plans for risks to customer success and iterate as needed to ensure successful outcomes
• Drive account growth by generating customer success qualified leads (CSQL) through identifying upsell and cross-sell opportunities as a trusted advisor. Leverage customer success stories to demonstrate additional value
• Data-Driven Decision Making: Analyze customer data to inform decisions on account growth and feature expansion, ensuring every recommendation is backed by insights
• Partner with internal teams to ensure the timely and successful delivery of solutions that meet customer needs and drive additional value
• Build strong relationships with stakeholders, ensuring a diverse group of contacts, from front-line users to senior executives, to create raving fans of PartsSource
• Foster customer advocacy by delivering results that exceed expectations, enabling customers to become public advocates through testimonials, case studies, and industry speaking engagements
• External Perspective: Stay informed on industry trends and competitors, positioning PartsSource as a trusted leader in the healthcare supply chain space

Preferred Qualifications

• Preferred knowledge of healthcare
• Project Management skillset or certification (PMP or large scale project outcomes)
• Experience with Customer Success software such as GainSight, Churn Zero etc

Benefits

• Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
• Career and professional development through training, coaching and new experiences
• Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity
• Inclusive and diverse community of passionate professionals learning and growing together