Senior Customer Success Manager

Summary

Join Sprinter Health as a Senior Customer Success Manager and play a pivotal role in ensuring customer satisfaction, retention, and expansion. You will lead customer interactions, collaborate with cross-functional teams, and define measurable success plans. Leveraging customer data and feedback, you'll optimize partnerships and serve as the Voice of the Customer. This role demands driving revenue targets, identifying risks, and expanding Sprinter Health services within customer organizations. Day-to-day responsibilities include leading customer interactions, collaborating cross-functionally, defining success plans, using customer data for recommendations, and serving as the Voice of the Customer. The position offers significant impact and opportunities for growth.

Requirements

• 5+ years of experience in customer success, account management, sales or consulting
• Strong orientation toward problem-solving with a systematic and managed approach
• Experience working with sales, operations, product, and other members of cross-functional teams
• Urgency in execution and tendency toward speed with the ability to adapt and change
• Strong empathy for customers
• Comfortable with ambiguity
• Excellent verbal/written communication and organizational skills
• Strong executive presence and business acumen including experience working in a B2B environment
• Proven ability to influence through persuasion, negotiation, and consensus building
• Exercise judgment, with guidance, in methods, techniques, and evaluation criteria for obtaining results

Responsibilities

• Lead customer interactions in a manner that establishes credibility and trust as a business and thought partner
• Collaborate cross-functionally to lead customers through the Sprinter Health customer journey to achieve strong customer satisfaction, adoption, and partnership success
• Partner with each customer to define and track measurable success plans with clear outcomes; ensure cohesive communication across internal and customer audiences at all levels
• Use customer data and patient feedback to articulate the Sprinter Health value and make recommendations for partnership optimization
• Serve as the Voice of the Customer within Sprinter Health by providing customer feedback to the product team to inform the roadmap
• Drive annual revenue targets and coordinate renewals of designated customer contracts
• Proactively identify customer risks and partner cross-functionally to recommend solutions and action plans to improve customer health
• Identify opportunities within the customer organization for the expansion of Sprinter Health services to additional departments

Benefits

• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 11 paid holidays per year
• 401(k) with a match
• 16-week parental leave policy for birthing parent, 8 weeks for all other parents
• HSA contributions
• Life insurance, plus short and long-term disability coverage
• Competitive salary + equity package, based on Bay Area location
• Virtual + in-person activities, to stay connected in a distributed culture
• Free daily lunch in-office (Menlo Park)
• Annual learning stipend