Strategic Customer Success Manager

Summary

The job is for a Strategic Customer Success Manager focused on Healthcare and Life-sciences. The role involves helping Fortune 50-100 Healthcare and Life Sciences customers succeed with the company's product, Writer. The candidate should have at least 7 years of experience in a CSM role focused on Fortune 50-100 accounts, with at least 3 of those years focused on healthcare. The benefits include employer-covered medical plans, dental, vision, and life insurance, FSA, competitive parental leave policy, generous PTO, company stock options, 401k plan with employer matching, flexible schedules.

Requirements

• 7+ years in a CSM role focused on Fortune 50-100 accounts, with at least 3 of those years focused on healthcare
• Experience delivering high-touch, white-glove service to large, key accounts in healthcare
• Experience carrying and regularly exceeding a GRR and NRR target, including full ownership of the Renewal
• Experience in deepening adoption within a team as well as introducing a product across many teams in an organization
• Experience managing and building relationships across multiple stakeholder levels, including C-Level
• Experience in the art of Change Management. You know how to motivate, unblock and overcome barriers to large, transformational change

Responsibilities

• Act as the single point person for customers; creating, owning and driving their overall success plan
• Develop expertise as an advisor of best practices in developing AI supported healthcare workflows
• Meticulously project-manage programs that will help customers drive adoption, business value and renew usage of Writer
• Own the full customer renewal process, including forecasting, negotiating, and proposal creation
• Be accountable to Gross and Net dollar retention rate targets for your customers
• Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell
• Develop new and existing relationships across your customers to ensure we’ve strengthened our partnership and created new advocates across the customer’s organization
• Produce and then “processify” decks, Looms, and emails that help your customers onboard, adopt, and renew usage of Writer at scale
• Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product
• Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities

Preferred Qualifications

• An ability to make the complex simple
• Training and experience as a clinician (RN, BSN, PT, PA, NP, etc) is a real plus
• Experience managing or owning large-scale deployments is a real plus

Benefits

• Employer-covered medical plans, dental, vision, and life insurance
• FSA
• Competitive parental leave policy (parents actually work here!)
• Generous PTO
• Company stock options
• 401k plan with employer matching
• Flexible schedules