Senior Customer Success Manager, Healthcare SaaS (Remote)

Revive; Ponte Vedra Beach (FL); Remote; USD 85,000 - 120,000; Full time

Job summary

Revive is seeking a Customer Success Manager II to independently manage a complex portfolio, driving health, retention, renewals, and growth. You will translate utilization data into actionable recommendations, coordinate cross-functional resources, and serve as a strategic advisor to customers and brokers.

The role requires strong executive communication, risk management, and the ability to lead through influence in a matrixed organization.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3–5+ years in Customer Success, strategic account management, healthcare SaaS, or related B2B.
• Proven ability to manage a customer portfolio with retention, renewals, and/or growth.
• Strong consultative and commercial skills aligned to solutions and outcomes.
• Ability to translate data on utilization, engagement, ROI into value-driven recommendations.
• Excellent executive communication, presentation, and stakeholder-management skills.
• Experience handling risk, escalations, and implementation complexity.
• Proficiency with CRM systems, digital platforms, reporting tools, and MS Office.
• Capacity to lead through influence in a matrixed cross-functional environment.

Responsibilities

• Own a portfolio with customer health, retention, renewals, revenue protection, and growth.
• Lead renewal strategy, rate recommendations, and contract documentation.
• Develop cross-sell/upsell opportunities with Sales and leadership.
• Act as trusted advisor on program strategy, utilization, and Revive solutions.
• Lead strategic account planning, stakeholder mapping, risks, and renewal plans.
• Analyze utilization, engagement, outcomes, and ROI; deliver executive insights.
• Lead quarterly/annual business reviews tailored to workforce and benefits strategy.
• Identify churn indicators, build recovery plans, and manage at-risk accounts.
• Oversee implementations, migrations, and transitions to meet contract requirements.
• Manage escalations with Product, Clinical, Operations, Finance, and more.
• Maintain CRM/forecasting accuracy; capture Voice of the Customer insights.
• Utilize AI-enabled tools to improve analysis and workflow efficiency.
• Participate in presentations, RFP/RFQ support, and strategic events.
• Travel as needed to support meetings and relationship development.

Skills

Customer Success

Strategic accounts

Data analysis

CRM platforms

Executive communication

Negotiation

Stakeholder management

Education

Bachelor's degree

Tools

CRM platforms

MS Office

Analytics tools

Job description

Revive is seeking a Customer Success Manager II to independently manage a complex portfolio, driving health, retention, renewals, and growth. You will translate utilization data into actionable recommendations, coordinate cross-functional resources, and serve as a strategic advisor to customers and brokers.

The role requires strong executive communication, risk management, and the ability to lead through influence in a matrixed organization.