Customer Success Manager

qualifacts; Nashville (TN); On-site; USD 70,000 - 110,000; Full time

Job summary

Qualifacts seeks a Customer Success Manager to own customer health and engagement across assigned accounts in the healthcare and SaaS space.

You will collect market intelligence, communicate needs internally, and drive product improvements while expanding value through renewals and upsell opportunities. The role requires strong relationship management and cross-functional collaboration.

Qualifications

• Bachelor's degree preferred (experience in lieu of degree).
• 2 years' experience in customer-facing roles in health care or SaaS.
• Experience driving customer value via upsell/cross-sell and renewals.
• Experience in behavioral health industry preferred.
• Experience with CSM applications preferred.
• Experience with enterprise EHR application software design, development, or consulting preferred.
• Demonstrated leadership and achievement orientation.
• Highly self-motivated with strong attention to detail.

Responsibilities

• Owns health, satisfaction, and engagement of assigned customer accounts, aligning with program metrics.
• Capture data from customers and translate insights to internal teams to drive product improvements and priorities.
• Assess customer satisfaction, inform renewals, manage escalations with follow-up.
• Build relationships with showcase customers for training, marketing events, and reference programs.
• Support product adoption and upsell/cross-sell through value-driven reviews.
• Execute to department KPIs and metrics.

Skills

Customer management

SaaS experience

Healthcare industry

Upsell/cross-sell

Relationship building

Training and project mgmt

Communication

Travel to travel 25%

Education

Bachelor's degree

Tools

CSM applications

CRM software

Excel

Job description

Job Description:

Responsibilities for the Customer Success Manager

• Owns the health, satisfaction, and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics
• Ensure consistent data capture from Customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned accounts; translate and communicate internally to company departments to help define priority of need, improve Customer experience and drive product improvements
• Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons; identify resources and develop and execute plans to address gaps. Manage Customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up
• Builds relationships with showcase customers to drive them to partner in training and marketing events, and reference programs; engage with key users to understand how they mesh the "best practice" with the system "feature/function"; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through our training, documentation, and marketing events
• Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers
• Execute to successful completion of departmental KPI's, metrics, etc

Qualifications of the Customer Success Manager

• Bachelor's degree in related area preferred (experience in lieu of degree)
• 2 years' experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred
• Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts
• Experience in the behavioral health industry, preferred
• Experience working with CSM applications, preferred
• Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred
• Demonstrated leadership abilities and achievement orientation
• Highly self-motivated and directed
• Superior attention to detail

Knowledge, Skills, and Abilities of the Customer Success Manager

• Passion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiative
• Ability to assess needs and produce solutions to target those needs
• Skills to effectively manage peers as part of a collaborative project
• Initiative, motivation, creativity, and ability to understand many areas of expertise
• Ability to communicate professionally with all levels of management and happy/unhappy customers
• Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing
• Extremely organized and skilled in project management (for the sake of action plan management)
• Group presentation skills, preferred
• Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues
• Strong presentation, verbal, and written communication skills
• Ability to take line-item action plans and turn them into strategic business reviews for executive briefings
• Able to work and communicate effectively with Customers' technical and non-technical representatives, including C level contacts
• Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools
• Must be able to travel 25% of the time

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.