Customer Success Manager

Qualifacts; Tampa (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Qualifacts in Tampa, FL seeks a dedicated Customer Success Manager to own health, satisfaction, and engagement for assigned accounts. You will gather marketplace intelligence, translate needs internally, and drive product improvements while mitigating renewal risk and promoting value-driven upsell.

The role requires 2 years in customer-facing SaaS or health care settings, with proven ability to manage escalations, lead initiatives, and collaborate across departments.

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 and company revenue via upsell/cross-sell and contract renewal efforts
• Experience in enterprise electronic health record (EHR) applications preferred
• Strong leadership abilities and initiative
• Excellent written and verbal communication skills

Responsibilities

• Owns the health, satisfaction, and engagement of the assigned Customer accounts, delivering success aligned with program metrics
• Capture data and intelligence from customers to inform product improvements and priority needs
• Assess customer satisfaction and address renewal and churn risks; manage escalations with documentation
• Build relationships with showcase customers and drive participation in training and marketing events
• Support product adoption and upsell/cross-sell through strategic business reviews
• Achieve departmental KPI's and metrics

Skills

Customer-facing

Account management

Upsell/Cross-sell

Communication

Project management

Leadership

Education

Bachelors degree preferred

Tools

CSM applications

Microsoft Excel

CRM systems

Job description

Job Description

• 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

Job Description

• 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

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.