Senior Customer Success Manager - Healthcare

Hyland; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Hyland is seeking a Senior Customer Success Manager for Healthcare. This fully remote role focuses on post-implementation value, adoption, and growth across the customer base.

You will drive retention and ARR by designing success plans, mitigate churn, advocate for customers, and collaborate with product, support, and sales to align roadmaps.

Strong healthcare operations knowledge, excellent communication, and project management skills are essential.

Qualifications

• Bachelor's degree or equivalent experience; minimum 2 years as a Customer Success Manager.
• Healthcare operations knowledge.
• Strong oral and written communication with discretion and tact.
• Strong organizational, multi-tasking, and time management skills.
• Ability to manage projects to completion with minimal oversight.

Responsibilities

• Drive retention and growth by acting as the trusted point of contact throughout the customer lifecycle, from contract signature through renewal and expansion.
• Focus on risk mitigation through early intervention; develop and execute Save Plans with cross-functional teams to protect ARR and mitigate churn.
• Advocate for customers' feature priorities; align with product to influence roadmaps and build customer advocates and references.
• Partner with internal teams to manage escalations; keep leadership informed and represent the voice of the customer.
• Drive a positive customer experience by coordinating resources to address questions or issues and ensure resolution.
• Mentor and coach team members to raise overall team growth and quality.

Skills

Healthcare operations

Communication

Project management

Collaboration

Time management

Education

Bachelor's degree or equivalent experience

Healthcare background helpful

Tools

Gainsight

Claude

Salesforce

Microsoft Office

Microsoft Windows

Job description

Overview

Senior Customer Success Manager - Healthcare

Location: Remote - US Work Model: Remote

About the Role

The Senior Customer Success Manager helps new and existing customers derive the most value from the company's products and services. This position owns the customer journey post-implementation, which includes maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and creating customer growth opportunities. The Senior Customer Success Manager serves as a primary point of contact representing the customer.

Here's What You'll Do

• Drive retention and growth by acting as a trusted point of contact throughout the customer lifecycle from contract signature through renewal and expansion; collaborate and consult with customers to understand business objectives; design comprehensive Success Plans with clear objectives and tasks reviewed on a monthly basis
• Focus on risk mitigation through early intervention; develop and execute comprehensive Save Plans in partnership with the account and leadership team; rally relevant internal resources and take prompt corrective actions to protect ARR and mitigate churn; deliver business reviews and collaborate with other departments for their design and delivery
• Serve as an internal advocate for customers' product feature priorities and feedback; align with the product team to drive the product roadmap; build customer advocates who will speak on behalf of the company as references and share success stories at events
• Partner with internal teams to avert and manage critical escalations; rally internal resources, keep the leadership team informed, and represent the voice of the customer as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy
• Drive a positive customer experience by coordinating resources to address customer questions, concerns, or issues to ensure resolution; demonstrate commitment by working with internal teams to fulfill promises made and ensure others do the same
• Mentor, coach, train, and provide feedback to other team members; operate as a strong influencer within the team and contribute significantly to overall team growth and quality through knowledge sharing and coaching on current best practices

Technology Tools

• Microsoft Windows
• Microsoft Office
• Gainsight
• Claude
• Salesforce

Role Essentials

• Bachelor's degree or equivalent experience; minimum 2 years of experience as a Customer Success Manager; experience managing or participating in projects
• Healthcare operations knowledge
• Strong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact; strong ability to handle sensitive information with discretion and tact
• Strong organizational, multi-tasking, and time management skills; self-motivated with the ability to manage projects to completion with minimal oversight; able to thrive in a fast-paced, deadline-driven environment
• Strong collaboration skills applied successfully within a team as well as across other areas; strong interpersonal skills; able to maintain solid rapport with team members while maintaining professionalism with those outside of the department
• Strong business and technology acumen; strong knowledge of Microsoft Operating systems and products; strong company software technology knowledge

What We'd Like to See

• Demonstrated ability to influence, motivate, and mobilize team members and business partners; strong ability to establish rapport and gain the trust of others; effective at gaining consensus
• Strong ability to use original thinking to translate goals into the implementation of new ideas and design solutions
• Experience developing and executing comprehensive Save Plans in partnership with account and leadership teams to protect ARR and mitigate churn
• Proven experience building customer advocates and references; experience sharing success stories at events and industry forums
• Demonstrated experience as a strong influencer with a proven ability to contribute to team growth and quality through knowledge sharing and coaching on current best practices

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™ delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.