Senior Customer Success Manager- Eastern US

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

Job summary

A leading company in healthcare technology seeks a Sr. Customer Success Manager to enhance client relationships and drive customer success. The role involves proactive engagement with top-tier clients, managing customer health data, and collaborating with sales teams to maximize outcomes. The ideal candidate will have a strong background in ITS solutions and exceptional communication skills, with a focus on problem-solving and adaptability.

Qualifications

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

Responsibilities

• Become the strategic partner for assigned clients, addressing their goals.
• Manage customer adoption and utilization of products and services.
• Conduct annual Business Reviews with customer leadership.

Skills

Communication

Problem Solving

Adaptability

Education

Bachelor’s degree

Tools

Excel

SharePoint

Oracle

Salesforce

CRM tools

Job description

Position Summary:

The Sr. Customer Success Manager is responsible for leading proactive customer engagements with top-tier clients, aiming to maximize customer lifetime value and foster positive outcomes in customer health, growth, and advocacy within their territory. This role involves managing expanded geographic regions and acting as a trusted advisor to both site-level and IDN contacts. The manager will develop 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 expertise in clinical and business domains, enables them to exceed key performance metrics related to customer health and territory growth.

The Sr. Customer Success Manager will nurture expanded partnership opportunities, support customer orders (non-subscription), and ensure timely renewals. The ideal candidate will be highly motivated, with exceptional communication and executive presence, a consultative approach, and the ability to collaborate strategically. Strong problem-solving skills, adaptability, and the capacity 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. Regularly review customer health data to identify trends, opportunities, and mitigate risks.
3. Provide internal expertise on optimal customer workflows and industry trends.
4. Establish and conduct proactive site and IDN level touchpoints to optimize results and facilitate standardization.
5. Manage customer adoption, sustainment, and utilization of Censis’s products and services, guiding clients to internal resources.
6. Collaborate with regional sales teams to expand success at the IDN and territory levels.
7. Schedule in-person visits to build relationships with key personas and increase awareness of customer environments.
8. Conduct annual Business Reviews with customer leadership to drive partnerships, understand challenges, and communicate value.
9. Manage contract renewals, working with internal teams and customers for timely completion.
10. Maintain 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. Update CRM systems regularly and follow standard workflows.
13. Advocate for clients while aligning with Censis values and initiatives.

Requirements/Qualifications:

• At least 3 years of relevant experience with ITS solutions in Sterile Processing, including Censitrac super-user experience preferred.
• Bachelor’s degree or equivalent work experience.
• CCSVP certification or higher, or ability to attain within 6 months.
• Strong knowledge of ITS solutions, benefits, and clinical use cases.
• Proven track record of improving SPD outcomes with data-backed evidence.
• Experience engaging stakeholders in sterilization, hospital hygiene, or OR fields.
• Ability to diagnose complex issues and develop practical, client-focused solutions.
• Excellent organizational skills, adaptability, and responsiveness to changing priorities.
• Exceptional communication skills (oral and written) across organizational levels.
• Proficiency with Excel, SharePoint, Oracle, Salesforce, and CRM tools.
• Willingness to travel approximately 30% of the time.