Customer Success Manager

Qualifacts; Tampa (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Qualifacts is seeking a Customer Success Manager in the US to lead success for assigned accounts, driving renewal, expansion, and satisfaction. You will engage with executives and users, develop action plans, and collaborate across teams to improve product adoption and value realization.

The role emphasizes data-driven reviews, strong communication, and proactive issue resolution, with up to 25% travel and a focus on healthcare SaaS environments.

Qualifications

• Bachelor’s degree preferred (experience in lieu of degree acceptable).
• 2 years’ experience in customer-facing roles in health care or SaaS.
• Experience driving upsell/cross-sell and renewals to customers.
• Experience in the behavioral health industry is advantageous.
• Familiarity with CSM applications and EHR software is beneficial.

Responsibilities

• Owns health, satisfaction, and engagement of assigned customer accounts with metric-aligned success.
• Capture customer intelligence and translate to internal teams to drive product improvements.
• Assess satisfaction, inform renewals, manage escalations with documented follow-up.
• Build relationships with showcase customers and drive training and reference programs.
• Support product adoption and pursue upsell/cross-sell opportunities via business reviews.
• Execute and monitor department KPIs and metrics.

Skills

Customer success

Relationship building

Upsell / cross-sell

Project management

Communication

Travel 25%

Education

Bachelor's degree preferred

Tools

CSM applications

EHR software

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.