Senior Customer Success Manager

AIDA Healthcare; Orlando (FL); On-site; USD 130,000 - 150,000; Full time

Job summary

AIDA Healthcare, a leader in healthcare IT solutions, is seeking a Senior Customer Success Manager to drive customer success among enterprise clients. You will leverage your expertise to build strong relationships, ensure effective product adoption, and deliver maximum value to our strategic partners. This role requires keen insights into healthcare IT and exceptional communication skills. Join us in enhancing patient care through our innovative solutions.

Benefits

Medical insurance

Vision insurance

401K with employer match

Flexible PTO

Paid maternity leave

Paid paternity leave

Qualifications

• 5+ years in Customer Success or Account Management.
• Experience with enterprise healthcare clients preferred.
• Strong understanding of clinical workflows and regulatory compliance.

Responsibilities

• Own the post-sale customer journey for enterprise clients.
• Build and maintain relationships with healthcare organization stakeholders.
• Lead business reviews focusing on customer goals and product alignment.

Skills

Customer Success

Account Management

Healthcare IT

Relationship Management

Communication Skills

Education

Bachelor’s Degree

Master’s in Business/Public Health

Tools

Pipedrive

HelpScout

JIRA

Job description

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This range is provided by AIDA Healthcare. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$130,000.00/yr - $150,000.00/yr

About Us

AIDA Healthcare is on a mission to continuously improve care transitions for patients receiving healthcare all across the United States. We offer enterprise software to many large health systems that enables their case management and social work teams to expedite decision-making and care coordination workflows for the next level of care.

Role Overview

We’re seeking an experienced Senior Customer Success Manager (CSM) with a deep understanding of healthcare IT SaaS and managing enterprise accounts to join our team. This individual will own strategic relationships with our largest and most complex acute healthcare system partners. You will be the primary advocate for your clients, ensuring they realize maximum value from our solutions and helping them to achieve their business goals through proactive guidance, relationship management, and deep product knowledge.

Key Responsibilities

· Own the post-sale customer journey for enterprise clients, from onboarding through renewal, ensuring a smooth, value-driven experience

· Build and maintain strong, trusted relationships with executive sponsors, decision-makers, and operational stakeholders across large healthcare organizations

· Lead executive business reviews (QBRs/EBRs) that focus on outcomes, KPIs, and strategic alignment between customer goals and our product capabilities

· Develop and manage comprehensive customer success plans with clear goals, adoption milestones, and risk mitigation strategies

· Actively monitor account health and product usage to identify opportunities for optimization, expansion, and early intervention when issues arise

· Own the renewal process to drive timely, successful contract renewals with high retention rates

· Act as the voice of the customer internally, advocating for client needs in product discussions and helping prioritize features that drive retention and value

· Collaborate with Implementation, Product, Engineering, and Support teams to resolve client issues, improve onboarding, and support long-term customer success · Maintain detailed account documentation in our Customer Success platform, ensuring full visibility and knowledge transfer across the team

· Contribute to Customer Success team processes, playbooks, and strategies as we scale, helping build a best-in-class CS organization

Requirements

· 5+ years of experience in Customer Success, Account Management, or Strategic Partnerships in a technology/SaaS environment, with a strong preference for healthcare IT

· Demonstrated success managing enterprise-level clients, especially acute health systems & post-acute providers

· Strong understanding of healthcare industry needs, including topics like clinical workflows, revenue cycle, regulatory compliance, care coordination and interoperability standards (HIPAA, HL7, FHIR)

· Comfortable working with cross-functional internal teams and client stakeholders ranging from end users to C-suite executives

· Excellent verbal and written communication skills, with a strong executive presence and client-facing professionalism

· High level of ownership, curiosity, and accountability in a fast-paced, evolving startup environment

· Proficiency in tools such as Pipedrive, HelpScout, JIRA, or similar CRM and CS software

· Bachelor’s degree required; Master’s in Business, Public Health, Health Administration, or related field a plus

AIDA Healthcare offers a comprehensive benefits package, including medical insurance, unlimited paid time off, and/or family leave.

Featured Benefits:

• Medical insurance
• Vision insurance
• 401K with employer match
• Flexible PTO
• Paid maternity leave
• Paid paternity leave

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Hospitals and Health Care

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