Senior Customer Success Manager

TigerConnect; United States; Hybrid; USD 120.000 - 170.000; Vollzeit

Benefits dieser Stelle

Remote flexibility across US

Excellent medical, dental, vision

401k match

Wellness reimbursement

Flexible time off

Mission-driven team

Zusammenfassung

TigerConnect is seeking a Senior Customer Success Manager to manage post-sales strategic client relationships with enterprise healthcare clients. You will drive retention, adoption, and expansion while aligning outcomes with customers’ business goals and regulatory requirements.

You will develop and execute tailored success plans, monitor milestones, and collaborate across sales, product, and professional services to maximize value and ROI for key accounts across the US.

Qualifikationen

• Bachelor’s degree in healthcare, business, marketing, or related field.
• 8+ years in client success management or related field in B2B SaaS healthcare or healthcare tech.
• Healthcare expertise: familiarity with clinical workflows, IT environments, regulatory compliance.
• Technical acumen with SaaS platforms, data analytics, and integrations.
• Strong CRM skills with ability to build long-term partnerships and drive value.
• Experience developing client success strategies aligned with business goals and objectives.
• Excellent communication and presentation skills for technical and non-technical stakeholders.
• Strong analytical skills to derive insights from client data.
• Project management experience with success plans and timelines.
• Experience collaborating with sales, marketing, and product teams.
• Knowledge of customer success best practices and industry trends.
• Self-motivated and able to work independently in a fast-paced environment.
• Experience with Salesforce, Gainsight, or similar tools preferred.

Aufgaben

• Serve as trusted advisor for assigned accounts with clinical leaders, IT teams, and administrators.
• Lead discussions around healthcare-specific goals and strategies; conduct regular check-ins and success plan progress.
• Develop tailored success plans with clear, measurable objectives and ROI.
• Drive platform adoption and demonstrate ROI via feature usage and best practices.
• Identify upsell and cross-sell opportunities aligned with customer goals.
• Collaborate with sales, product, and professional services to ensure lifecycle alignment.
• Educate customers on HIPAA compliance and secure communications.

Kenntnisse

Client Success

Relationship mgmt

Strategic Planning

Data analysis

Cross-functional collaboration

Communication

Presentation

Ausbildung

Bachelor’s degree in healthcare, business, marketing, or related field

Tools

Salesforce

Gainsight

Jobbeschreibung

TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.

As a Senior Customer Success Manager, you will play a key role in managing post-sales strategic client relationships at various levels with large enterprise clients. You will focus on driving strong client retention, adoption, expansion and client advocacy and contribute to business objectives such as gross and net retention. You will do this by building a trusted advisor client relationship through understanding and tracking their desired business outcomes, key metrics and continuously showing the value that they are achieving in optimizing workflows by leveraging TigerConnect’s Communication and Collaborative Platform.

As a strategic CustomerSuccess Manager at TigerConnect, you will work closely with clients to understand their needs, align them with our product capabilities, and help them achieve their desired outcomes. In this role, you will be responsible for developing and executing strategies that drive client satisfaction, utilization, retention, and growth of our products.

What You’ll Be Doing:

Customer Relationship Management & Engagement

• Serve as the trusted advisor for assigned accounts, cultivating relationships with clinical leaders, IT teams, and administrators.
• Proactively lead discussions around healthcare-specific goals and strategies.
• Conduct regular check-ins, facilitate Business Value Reviews (BVRs), and assess progress towards success plan milestones.

Success Plan Development & Execution

• Collaborate with customers to create tailored success plans with clear, measurable objectives.
• Drive alignment on milestones, integrating advanced platform features and workflows to achieve ROI.
• Monitor and communicate progress, adapting strategies as needed to address evolving customer needs.

Driving Product Adoption & Value

• Analyze data to identify underutilized features and provide actionable recommendations.
• Introduce customers to new platform capabilities and demonstrate their impact on improving workflows and outcomes.
• Share best practices, use cases, and resources to encourage deeper engagement with TigerConnect.

Advocacy & Issue Resolution

• Act as the voice of the customer within TigerConnect, providing valuable feedback to internal teams.
• Partner with support and product teams to address customer challenges promptly and transparently.
• Educate customers on compliance standards, including HIPAA, ensuring best practices in secure communication.

Strategic Account Growth & Retention

• Identify upsell and cross-sell opportunities that align with customer goals.
• Use success plans and data-driven insights to demonstrate ROI during renewal discussions.
• Reduce churn by maintaining healthy customer relationships and addressing risks proactively.

Onboarding & Training

• Partner with the Implementation and Professional Services teams to deliver seamless onboarding experiences.
• Conduct tailored training sessions for end-users and administrators to ensure successful platform adoption.

Collaboration with Internal Teams

• Share customer insights to influence product development and marketing initiatives.
• Collaborate with Sales and Professional Services to ensure customer alignment throughout their lifecycle.

Driving Customer Advocacy

• Encourage customers to share success stories through testimonials, webinars, and other marketing initiatives.
• Build strong relationships to turn customers into long-term advocates of TigerConnect.
• Stay up-to-date with industry trends and best practices in customer success, and advocate for their adoption within the organization

What You Bring:

• Bachelor’s degree in healthcare, business, marketing, or a related field.
• 8+ years of experience in client success management or a related field, with a focus in B2B SaaS industry, healthcare or healthcare tech experience is required.
• Healthcare Expertise: Familiarity with clinical workflows, IT environments, and regulatory compliance in healthcare.
• Technical Acumen: Proficiency with SaaS platforms, data analytics, and integrations (e.g., EHRs).
• Strong customer relationship management skills, with the ability to build trust and rapport with clients and to build long-term partnerships that drive value.
• Experience developing and implementing client success strategies that align with business goals and objectives.
• Excellent communication and presentation skills, with the ability to effectively communicate complex ideas and data to both technical and non-technical stakeholders.
• Strong analytical skills, with the ability to analyze client data and provide insights to inform product and service development.
• Project Management experience including managing success plans with clearly defined goals and timelines.
• Experience working with cross-functional teams including sales, marketing, and product.
• Knowledge of customer success best practices and industry trends.
• Self-motivated, with the ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Experience with customer success tools such as Salesforce, Gainsight, or similar platforms preferred.

Perks & Benefits We Offer:

• Enjoy remote flexibility with teams across the US and globally - plus prime office space in El Segundo, California

• Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match

• Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)

• Our flexible time off lets you work hard and play hard—on your schedule

• Join a mission-driven team committed to making a real impact in the world of healthcare

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We’ve been recognized as one of the Best Places to Work in Los Angeles (2022, 2023, 2024, 2025, 2026), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). Our team in Mexico was recognized as a Great Place to Work and Best Place to Code in 2026. We were also honored to be named to Inc. 5000’s list of Fastest Growing Companies (2023).

TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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