Senior Customer Succes Manager

Swooped; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Cash compensation

Equity opportunities

Medical, dental, and vision benefits

401(k) plan

Paid time off

Job summary

Swooped is seeking a Senior Customer Success Manager to own strategic health-system relationships and help customers realize the full potential of the healthcare platform.

In this remote US-based role, you will drive adoption, retention, and revenue growth across mid-market and growth accounts, mentoring teammates and guiding CS strategy.

Qualifications

• 5+ years in customer success, sales, or marketing in healthcare or clinical experience.
• Proven ability to manage large high-value accounts and drive retention and growth.
• Experience advising and presenting to C-level executives and cross-functional teams.
• Strong problem-solving to anticipate needs and navigate complex orgs.
• Experience with onboarding, adoption, upselling, renewals, and expansion.

Responsibilities

• Own and grow a portfolio of mid-market and growth accounts with personalized support.
• Build trusted relationships with stakeholders across hospital systems and executives.
• Conduct quarterly business reviews to align goals and metrics.
• Guide onboarding and integration into clinical and operational workflows.
• Develop success plans focused on satisfaction, retention, and value.
• Collaborate with sales to identify upsell, cross-sell, renewals for ARR growth.
• Monitor health metrics and usage to mitigate churn and drive improvements.
• Advise product/engineering with customer insights for enhancements.
• Mentor junior CS team members and lead customer training sessions.

Skills

Customer success experience

Relationship management

Executive communication

CRM platforms

Healthcare industry experience

Onboarding & adoption

Upselling & renewals

Problem solving

Presentation skills

Team mentorship

Gainsight

Salesforce

Zendesk

Monday.com

Tools

Gainsight

Salesforce

Zendesk

Monday.com

Job description

The hiring organization is seeking a Senior Customer Succes Manager to own and nurture relationships with strategic, high-value healthcare customers. This role acts as a trusted advisor, helping customers realize the full potential of the organization's healthcare platform, driving adoption, retention, and business growth.

Operating in a senior-level capacity, this individual will manage key accounts across health systems, mentor team members, contribute to customer success strategy, and expand platform utilization and module adoption.

This is a full-time, remote position based in the United States.

Key Responsibilities

• Own and manage a portfolio of mid-market and growth accounts, delivering personalized support throughout the customer lifecycle.
• Establish and maintain trusted relationships with key stakeholders, department leaders, and executive leadership across hospital systems.
• Conduct regular and quarterly business reviews with senior customer stakeholders to ensure alignment on goals, expectations, and key metrics.
• Guide customers through onboarding, milestones, and integration into daily clinical and operational workflows to ensure rapid time-to-value and sustained adoption.
• Develop and execute tailored customer success plans focused on satisfaction, retention, and long-term value realization.
• Partner with sales teams to identify and execute customer growth opportunities, including upsells, cross-sells, and timely renewals to expand annual recurring revenue.
• Monitor customer health metrics, platform usage data, and feedback to proactively mitigate retention risks and identify service improvements.
• Serve as the internal voice of the customer, sharing insights with product and engineering teams to help shape platform enhancements and new features.
• Provide mentorship, support, and best-practice guidance to junior customer success team members.
• Deliver customer training sessions, workshops, and webinars, staying up to date on product updates and healthcare industry trends.
• Maintain customer and operational records using customer relationship management and collaboration tools such as Salesforce and Monday.com.

Required Qualifications

• Minimum of 5 years of experience in a customer success, sales, or marketing role within the healthcare industry, or relevant clinical experience in radiology, neuroscience, or cardiology.
• Demonstrated track record of managing large, high-value customer accounts and driving customer success, retention, and account growth.
• Proven relationship-building skills with experience advising and presenting to C-level executives, administrative leaders, and cross-functional teams.
• Strong problem-solving abilities with the capacity to anticipate customer needs, navigate complex organizational structures, and resolve operational challenges.
• Expertise in customer success methodology, including onboarding, adoption, customer expansion, upselling, cross-selling, and renewal management.
• Experience utilizing customer success and CRM platforms such as Gainsight, Salesforce, Zendesk, or similar software.
• Excellent written, verbal, and presentation communication skills, with the ability to convey complex topics clearly and persuasively.

Preferred Qualifications

• Professional experience within SaaS or a technology-driven organization.

Compensation and Benefits

• The organization provides cash compensation, equity opportunities, and comprehensive benefits.
• Compensation is determined by factors including geographic location, role scope and complexity, and candidate experience and expertise.
• Benefits for eligible full-time employees in the United States include medical, dental, and vision coverage, a 401(k) plan, and paid time off.

Equal Opportunity and Legal Notices

The hiring organization is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetics, or any other status protected by federal, state, or local law.

Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment where applicable.