Senior Manager, Customer Success & Process Excellence

Resonant Clinical; Leesburg (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

Resonant Clinical seeks a Manager, Customer Success to lead an assigned portfolio, building a high-performing team of Project Managers and Support staff. You will create standardized processes, drive global best practices, and partner with Business Development to optimize account growth and cross-sell services.

Your focus is on customer satisfaction and retention across the organization.

Qualifications

• Bachelor's degree required; Master's preferred.
• 6+ years of experience in project management, customer success, account management, or customer service.
• 5+ years of experience leading, coaching, or mentoring a team.

Responsibilities

• Own and manage customer satisfaction, retention, and account health across an assigned portfolio.
• Lead, mentor, and develop a team of project managers and project staff.
• Identify and implement global process improvements and standardization across the CS function.
• Collaborate with Business Development and Operations on account growth, renewals, and cross-sell opportunities.
• Prepare KPI reports and manage resource planning and workload across accounts.

Education

Bachelor's degree

Master's degree preferred

Tools

Project management

Job description

Resonant Clinical seeks a Manager, Customer Success to lead an assigned portfolio, building a high-performing team of Project Managers and Support staff. You will create standardized processes, drive global best practices, and partner with Business Development to optimize account growth and cross-sell services.

Your focus is on customer satisfaction and retention across the organization.