Senior Customer Success Manager

HiLabs; Bethesda (MD); On-site; USD 100,000 - 130,000; Full time

Job summary

A leading company in AI-powered healthcare solutions seeks a Senior Customer Success Manager to enhance customer value and retention. You will engage with key enterprise clients, facilitate strategic account management, and collaborate with multi-disciplinary teams to ensure optimal utilization of HiLabs' technology. The ideal candidate will bring strong experience in customer success, particularly in the healthcare sector, ideally transforming customer activities into impactful success stories.

Benefits

Competitive Salary

Accelerated Incentive Policies

Comprehensive benefits package

401k

PTOs

Smart mentorship

Qualifications

• 5–8+ years in customer success, account management, or consulting.
• Experience in SaaS or healthcare tech preferred.
• Proven record with enterprise accounts and complex organizations.

Responsibilities

• Build and maintain strong relationships with stakeholders.
• Drive customer engagement and adoption of HiLabs' platforms.
• Lead account planning and quarterly business reviews.

Skills

Customer relationship management

Project management

Communication

Interpersonal skills

Negotiation

Technical aptitude

Education

Bachelor's degree

MBA or related advanced degree

Job description

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The HiLabs Story

The HiLabs Story

HiLabs is a leading provider of AI-powered solutions to clean dirty data, unlocking its hidden potential for healthcare transformation. HiLabs is committed to transforming the healthcare industry through innovation, collaboration, and a relentless focus on improving patient outcomes.

HiLabs Team

• Multidisciplinary industry leaders
• Healthcare domain experts
• AI/ML and data science experts
• Professionals hailing from the worlds best universities, business schools, and engineering institutes including Harvard, Yale, Carnegie Mellon, Duke, Georgia Tech, Indian Institute of Management (IIM), and Indian Institute of Technology (IIT).
  
  

Job Title: Senior Customer Success Manager (CSM)

Job Location: Bethesda, US

We are seeking a Senior Customer Success Manager (CSM) to join our growing team. As a Senior CSM, you will be the primary point of contact for our key enterprise customers, ensuring they realize maximum value from HiLabs' solutions. You will lead strategic account planning, drive customer adoption and retention, and act as the voice of the customer internally.

This is a strategic, cross-functional role requiring a combination of relationship management, healthcare domain expertise, and technical know-how.

Key Responsibilities

• Customer Relationship Management: Build and maintain strong, trusted relationships with senior stakeholders across assigned customer accounts.
• Adoption & Value Delivery: Drive customer engagement, usage, and adoption of HiLabs' platforms to ensure value realization and ROI.
• Strategic Account Management: Lead account planning and quarterly business reviews (QBRs) to track progress against KPIs and expand relationships.
• Cross-functional Collaboration: Work closely with Sales, Product, Engineering, and Support teams to align internal efforts with customer needs.
• Customer Advocacy: Identify success stories and promote customer advocacy through testimonials, case studies, and references.
• Retention & Growth: Own customer renewal strategy and identify upsell/cross-sell opportunities in partnership with Sales.
• Issue Resolution: Proactively identify potential roadblocks and collaborate with internal teams to resolve issues efficiently.
  
  

Qualifications

• 5–8+ years of experience in customer success, account management, or consulting, preferably in SaaS or healthcare tech.
• Experience working with healthcare data, payers, or providers is strongly preferred.
• Proven track record of managing enterprise accounts and navigating complex customer organizations.
• Strong project management skills and ability to manage multiple priorities effectively.
• Excellent communication, interpersonal, and negotiation skills.
• Technical aptitude with the ability to grasp and explain data-centric and AI-driven solutions.
• Bachelor's degree required; MBA or related advanced degree is a plus.
  
  

HiLabs Total Rewards

Competitive Salary, Accelerated Incentive Policies, H1B sponsorship, Comprehensive benefits package that includes ESOPs, financial contribution for your ongoing professional and personal development, medical coverage for you and your loved ones, 401k, PTOs & a collaborative working environment, Smart mentorship, and highly qualified multidisciplinary, incredibly talented professionals from highly renowned and accredited medical schools, business schools, and engineering institutes.

CCPA disclosure notice - https://www.hilabs.com/privacy

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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