Customer Success Manager

Florence Healthcare - US; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical and dental insurance

Office space in the heart of the city

Job summary

Florence Healthcare - US is seeking a Customer Success Manager to drive retention and deliver a positive experience for research-site customers. You will build strong end‑user relationships, solve problems, and promote value through product knowledge and cross‑functional collaboration.

You will collaborate with Account Management, Sales, Implementations, Development, and Product to ensure customer success, lead check-ins, monitor health, and develop programs that improve adoption and

Qualifications

• 2+ years in healthcare or SAAS environments.
• Proven critical thinking and problem‑solving skills.
• Able to balance multiple priorities and meet deadlines.
• Independent and resourceful in ambiguous situations.
• Committed to white glove service for users.
• Able to analyze problems and identify root causes.
• Able to guide users to solutions.
• Strong communication and relationship-building skills.

Responsibilities

• Promote retention and ensure a positive customer experience.
• Build close relationships with end users.
• Work with customers to solve problems and ensure satisfaction.
• Present product information and drive value across their organizations.
• Collaborate with Account Management, Sales, Implementations, Development, and Product.
• Lead customer check-ins and ad hoc meetings.
• Monitor health of the assigned client base.
• Develop new programs to support adoption and success.
• Facilitate Customer Business Reviews based on cadence.

Skills

Customer relationships

Critical thinking

Problem solving

Prioritization

Ambiguity handling

White-glove service

Communication

Technical product knowledge

Team collaboration

Healthcare/SAAS experience

Job description

Florence software advances cures by helping the world’s most important research sites do their best work. Our solutions are now used by over 65,000 research teams in 90 countries around the world—we’re the most widely deployed site workflow tool in the industry. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams. To date, we were named a Deloitte Fast 50 business, G2 Category Leader, an Inc. & AJC best place to work, and an Inc. 5000 company five years in a row.

At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow.

What You’ll Bring To The Team:

As a Customer Success Manager (CSM) you will help promote retention of customers and contribute to their positive experience with Florence. As a CSM you will support customers by building close relationships with end-users. You will work directly with customers to help solve their problems and ensure their satisfaction throughout their customer lifecycle. You will focus on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and helping drive value across their organizations.

You will:

• Collaborate with Florence team members in Account Management, Sales, Implementations, Development, and Product to provide value-add services to our customers
• Analyze user adoption and engagement to ensure the long-term success of programs
• Actively measure, monitor, and ensure the health of the assigned client base
• Assist in developing new programs to ensure the success and adoption of our customers
• Lead customer check-in and ad hoc meetings
• Drive customer value through engagement and retention strategies
• Assist in creating training courses and educational materials as needed
• Review customer complaints and concerns and seek to improve the customer experience
• Be responsible for the overall satisfaction and retention of the assigned client base
• Facilitate Customer Business Reviews based on client’s defined cadence

An Ideal Candidate Is:

• 2+ years of experience working in a healthcare or SAAS environment
• Well-equipped with proven critical thinking and problem-solving skills, including balancing multiple priorities and addressing team and/or prioritization conflicts.
• Able to assess a situation, identify next steps, implement an action plan, and hold others accountable to deliverables and deadlines.
• Able to work independently and be resourceful when confronted with ambiguity
• Committed to providing white glove service to our users
• Able to analyze problems, find root causes, and propose solutions
• Able to guide users to solutions
• A team player able to interact with other departments
• Exceptional ability to communicate and foster positive business relationships
• Well-versed on the technical side of products and can offer insight and tips on how to use features

What’s in it for you?

• Do well. We offer a competitive compensation package, medical and dental insurance, and office space in the heart of the city.
• Do good. We insist that health technology is the highest calling for software development. We pride ourselves on working on something bigger than ourselves; helping advance cures and therapies.
• Make the leap. Join our high-output culture to create innovative, modern, and purposeful software solutions.

Florence supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical disability, or any other protected class.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Florence Healthcare - US’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.