Senior Customer Success Manager

Tenovi; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading healthcare technology firm is seeking a Senior Customer Success Manager to manage enterprise client portfolios. This role involves onboarding, driving product adoption, and ensuring long-term client success. Ideal candidates will have over 5 years in customer success within the healthcare sector, strong communication skills, and a proven track record in driving revenue growth. The position is remote with some travel required.

Benefits

Competitive base salary with bonus structure

Comprehensive benefits package

401(k) plan with company match

Professional development opportunities

Qualifications

• 5+ years in customer success or account management, preferably in healthcare technology.
• Proven track record of revenue retention and expansion.
• Strong problem-solving focus with analytical skills.
• Excellent communication skills with the ability to simplify complex topics.

Responsibilities

• Manage customer lifecycle from onboarding to expansion.
• Drive product adoption and ensure ROI.
• Create value propositions that highlight program impact.
• Engage clients to assess satisfaction and growth opportunities.

Skills

Customer success management

Communication skills

Analytical skills

Relationship building

Education

Healthcare technology experience

Tools

CRM tools like Hubspot

Job description

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Tenovi is an innovative leader in the healthcare technology sector, revolutionizing patient care through cutting-edge remote patient monitoring (RPM) solutions. Our proprietary platform empowers healthcare providers to deliver timely and personalized care, addressing the chronic disease epidemic and transforming healthcare outcomes.

Position Overview:

We are seeking a Senior Customer Success Manager. You are the cornerstone of our customers' journey. You will manage a portfolio of large and complex healthcare clients, guiding them from onboarding to adoption and growth. Your goal is to ensure every client achieves their initial value quickly and builds a strong foundation for long-term success with our devices.

Tenovi’s remote monitoring programs require a Sr. CSM that is tech-savvy, with a passion for medical device hardware and software in healthcare. You will be an expert at articulating the value and impact of remote monitoring. Our work with medical devices means Tenovi delivers both B2B CS, and B2C service in partnership with our clients. You’ll support clients navigating device program scaling challenges involving clinical outcomes, operations, and regulations. You’ll guide scaling programs at large, enterprise clients, pulling in subject matter experts and prioritizing efforts to achieve Tenovi and client business outcomes.

Key Responsibilities:

• Manage Customer Lifecycle of an Enterprise book of business: Oversee all aspects of the customer journey, from onboarding to renewal and expansion for a portfolio of enterprise accounts owning gross and net revenue targets through device usage.
• Drive Hardware and Software Product Adoption: Work with Sales, Technical Training, and Integration teams to ensure customers realize ROI through improved clinical outcomes.
• Create Value Propositions: Deliver business and program reviews that demonstrate Tenovi’s impact on population health and cost savings.
• Monitor and Improve Outcomes: Regularly engage with clients to assess satisfaction, gather feedback for product and services enhancement, and identify growth opportunities.
• Collaborate Across Teams: Partner with Marketing, Sales, and Product teams to gather feedback and bring new products to market.

Required Qualifications:

• Minimum of 5 years in customer success, account management or a similar role, preferably within healthcare technology.
• Proven track record in driving gross and net revenue retention and expansion.
• Strong communication and analytical skills with a focus on problem-solving.
• Great relationship-builder with a track record of strong client partnerships.
• Excellent communication skills, both written and verbal, with a talent for making complex topics simple.
• Experience with devices or other hardware products, especially in usage-based growth systems.
• Knowledgeable in healthcare models such as value-based-care. Familiarity with the goals and incentives of payers, providers, pharmacies, and other healthcare organizations.

Preferred Qualifications:

• Experience in RPM or digital health solutions or with a software product that is primarily API-based.
• Experience with hardware and software solutions and supporting customers with optimizing logistics and operations.
• Understanding of healthcare IT (EHR/EMR integration, clinical workflows) and remote patient monitoring technologies.
• Proficiency in CRM tools like Hubspot.

Travel Requirements:

10-20% travel expected, including client visits and industry events.

What We Offer:

• Competitive base salary with bonus structure.
• Comprehensive benefits package including medical, dental, and vision coverage.
• 401(k) plan with company match.
• Professional development opportunities in a dynamic environment.

Location:

Remote with occasional travel to HQ in Portsmouth, NH.

Join Tenovi and contribute to our mission of transforming healthcare!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Medical Equipment Manufacturing, Hospitals and Health Care, and Pharmaceutical Manufacturing

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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