Senior Customer Success Manager

Swooped; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive Salary

H1B sponsorship

Comprehensive benefits including ESOPs

401k plan

PTO

Job summary

HiLabs is seeking a Senior Customer Success Manager (CSM) to be the main contact for our enterprise customers, driving adoption, retention, and value realization across HiLabs platforms. You will lead strategic account planning, coordinate cross-functional teams, and advocate for the customer inside HiLabs.

Based remote in Bethesda, MD, the role requires 5–8+ years in SaaS or healthcare tech, strong communication and project management skills, and a track record of managing complex accounts.

Qualifications

• 5–8+ years in customer success, account management, or consulting in SaaS or healthcare tech.
• Experience with healthcare data, payers, or providers preferred.
• Proven enterprise account management experience.
• Strong PM skills and ability to manage multiple priorities.
• Excellent communication, interpersonal, and negotiation skills.
• Technical ability to understand data-centric and AI-driven solutions.
• Bachelor's degree required; MBA or related advanced degree is a plus.

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.

Skills

Enterprise account management

SaaS expertise

Healthcare tech

Project management

Communication skills

Negotiation

Technical aptitude

Education

Bachelor's degree

MBA or related advanced degree

Tools

CRM software

Data analytics tools

Job description

Remote - Bethesda, Maryland, United States

May 28, 2025

_ 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
• 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
• highly qualified multidisciplinary, incredibly talented professionalsfrom highly renowned and accredited medical schools, business schools, and engineering institutes.

Location Remote - Bethesda, Maryland, United States