Senior Manager, Customer Success (Enterprise)

RLDatix; Toronto; Remote; CAD 100,000 - 125,000; Full time

Job summary

A healthcare SaaS company is seeking a Sr. Manager of Customer Success. This role involves leading a team, managing strategic customer relationships, and ensuring product adoption and retention. The ideal candidate has over 8 years of experience in Customer Success within the healthcare industry. The position is remote but requires occasional travel to client sites in North America.

Benefits

Health insurance

Dental insurance

Vision insurance

401K

Paid time off

Paid holidays

Qualifications

• 8+ years in Customer Success within a healthcare SaaS company.
• Experience managing and developing a team, including performance management.
• Proven success managing strategic, high-value enterprise customer relationships.

Responsibilities

• Lead and coach a team of Enterprise CSMs.
• Manage team capacity, assignments, and performance.
• Hold and manage your own book of strategic enterprise accounts.

Skills

Team management

Customer relationship management

Healthcare operations knowledge

Product adoption strategies

Coaching

Job description

Overview

Sr. Manager, Customer Success (Enterprise) | Customer Success | North America | Remote

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

Responsibilities

• Lead and coach a team of Enterprise CSMs to support strategic healthcare customers across North America and ensure their success
• Manage team capacity, assignments, and performance to deliver consistent, high-quality experiences across the enterprise customer base
• Hold and manage your own book of strategic enterprise accounts, driving adoption, outcomes, and retention through direct engagement
• Collaborate cross-functionally with Sales, Product, Support, and Services teams in order to drive strategic engagement and business outcomes
• Monitor and improve key customer success metrics, including product adoption, health scores, satisfaction, renewals, and expansion

What Kind of Things We’re Most Interested in You Having

• 8+ years of experience in Customer Success within a healthcare SaaS company
• Proven experience managing and developing a team, including performance management and coaching
• Proven success in managing strategic, high-value enterprise customer relationships within a fast-paced SaaS environment
• Deep understanding of hospitals, healthcare operations, and the challenges faced by provider organizations
• In-depth knowledge on how to drive customer outcomes, product adoption, and retention strategies
• Sincere interest in joining a newly forming function, with the ability to operate in ambiguity and create scalable processes
• Ability to commute to client sites or company meetings as needed within North America (passport required)

Benefits

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.

Equal Opportunity

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and / or State laws.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to .

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.