Senior Customer Success Manager- Eastern US

Servicechannelventures; North Carolina; On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Sr. Customer Success Manager to enhance customer engagement with top-tier clients. This role focuses on building strategic partnerships, analyzing customer data, and ensuring successful product adoption. The ideal candidate will have strong communication skills and a background in ITS solutions, particularly in Sterile Processing. Responsibilities include managing client relationships, conducting annual reviews, and collaborating with sales teams to drive success. Travel is required approximately 30% of the time.

Qualifications

• 3 years of relevant experience with ITS solutions in Sterile Processing.
• CCSVP certification or ability to attain it within 6 months.

Responsibilities

• Become the strategic partner for assigned clients, addressing their goals.
• Review and analyze customer health data regularly to identify trends.
• Manage customer adoption and utilization of products.

Skills

Communication

Problem Solving

Adaptability

Education

Bachelor’s degree

Tools

Excel

Salesforce

Oracle

CRM platforms

Job description

Position Summary:

The Sr. Customer Success Manager is responsible for leading proactive customer engagements with top-tier clients, ensuring exceptional customer lifetime value, and fostering positive outcomes in customer health, growth, and advocacy within their territory. This role involves managing expanded geographic regions and acting as a trusted advisor at both site and IDN levels, developing deep relationships through domain expertise, high-quality interactions, onsite visits, annual business reviews, and strategic IDN growth plans. Their knowledge of the company's applications, resources, and tools, combined with clinical and business domain expertise, enables them to exceed key performance metrics related to customer health and territory growth.

The Sr. Customer Success Manager also nurtures expanded partnership opportunities, supports customer orders (non-subscription), and ensures on-time renewals. The ideal candidate will be highly motivated, possess excellent communication and executive presence, demonstrate a consultative approach, and be collaborative, strategic, practical, creative, and innovative. Strong problem-solving skills, adaptability, and the ability to handle complex challenges are essential.

Primary Responsibilities:

1. Become the strategic partner for assigned clients, addressing their goals and recommending best practices to maximize outcomes.
2. Review and analyze customer health data regularly to identify trends, opportunities, and risks.
3. Provide internal expertise on ideal customer workflows and industry trends.
4. Establish proactive site and IDN level touchpoints to optimize results and facilitate standardization discussions.
5. Manage customer adoption and utilization of Censis’s products, guiding them to internal resources.
6. Collaborate with regional sales teams to expand success at IDN and territory levels.
7. Schedule in-person visits to build relationships and expand awareness of customer environments.
8. Conduct annual Business Reviews with customer leadership to discuss partnership, challenges, and value delivery.
9. Manage contract renewals, working with internal teams and customers to ensure timely processes.
10. Develop clinical and technical expertise, acting as a subject matter expert internally and externally.
11. Support funnel growth by generating qualified leads based on customer evidence.
12. Maintain CRM systems and adhere to standard workflows.
13. Advocate for clients while aligning with Censis values and initiatives.

Requirements/Qualifications:

1. At least 3 years of relevant experience with ITS solutions in Sterile Processing, Educator, or Leadership roles, preferably with Censitrac super-user experience.
2. Bachelor’s degree or equivalent work experience.
3. CCSVP or higher certification, or the ability to attain it within 6 months.
4. Strong knowledge of ITS solutions, benefits, and clinical use cases.
5. Proven track record of improving SPD outcomes in KPIs like Productivity, Throughput, or Quality, supported by data.
6. Experience engaging stakeholders in sterilization, hospital hygiene, or operating room fields.
7. Ability to diagnose complex issues and present practical solutions across disciplines.
8. Excellent organizational skills, adaptability, and responsiveness to changing priorities.
9. Excellent communication skills at all organizational levels, including presentation and influencing skills.
10. Proficiency in analytical, commercial, and digital tools such as Excel, SharePoint, Oracle, Salesforce, and CRM platforms.
11. Willingness to travel approximately 30% of the time.