Sr. Customer Success Manager

Ladders; EE. UU.; A distancia; USD 112.000 - 125.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work flexibility

Impact on healthcare delivery

Engagement with C-level executives

Structured customer success framework

Descripción de la vacante

Ladders is seeking a Sr. Customer Success Manager to strengthen enterprise client partnerships in healthcare technology. Remote US-based role with strategic guidance to executives and proactive risk management to ensure renewal and growth.

You will guide adoption, align goals with customers, and operate effectively in a remote setting across post-acute markets, while traveling to client sites as needed.

Formación

• Experience in a customer-facing role within a SaaS or technology company.
• Background in healthcare sales, account management, or customer success with enterprise clients.
• Bachelor's degree in a relevant field or equivalent experience.

Responsabilidades

• Manage and strengthen client partnerships to maximize value.
• Develop and execute joint customer success plans aligned with client goals.
• Serve as a trusted advisor to customer executives with strategic guidance.
• Use a structured customer success methodology to anticipate and address client challenges.
• Implement early warning strategies to monitor customer health and mitigate churn.
• Act as an escalation point for at-risk accounts, manage expectations and recovery plans.
• Communicate effectively in a remote environment to support customer success.

Conocimientos

Relationship management

Strategic thinking

Enterprise SaaS experience

Healthcare domain knowledge

Educación

Bachelor's degree

Herramientas

Salesforce

Gainsight

Descripción del empleo

For our client, we are seeking a Sr. Customer Success Manager to join the team of a leader in the Technical Services space.

This role will focus on strengthening enterprise client partnerships and helping customers realize meaningful value from healthcare technology solutions. You will work closely with executive stakeholders to align on shared goals, guide adoption, and proactively address risks before they affect retention or growth. The position requires a strategic, relationship-driven approach and the ability to operate effectively in a remote environment while supporting clients across post-acute markets.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $112,000 – $125,000 annually

Responsibilities

• Manage and enhance client partnerships to maximize the value of the company's solutions
• Develop and execute joint customer success plans aligned with client goals
• Serve as a trusted advisor, providing strategic guidance to customer executives
• Use a structured customer success methodology to anticipate and address client challenges
• Implement early warning strategies to monitor customer health and mitigate churn
• Act as an escalation point for at-risk accounts, manage expectations, and develop recovery plans
• Communicate effectively in a remote environment to support customer success

Qualifications

• Passion for improving care for vulnerable populations in post-acute markets
• Experience in a customer-facing role within a SaaS or technology company
• Background in healthcare sales, account management, or customer success management with enterprise clients
• Proven ability to sustain and grow client relationships
• Bachelor's degree in a relevant field or equivalent experience
• Proficiency with CRM tools such as Salesforce or Gainsight

Benefits

• Remote work flexibility with required travel to client locations
• Opportunity to impact the future of healthcare delivery
• Engagement with C-level executives in enterprise settings
• Access to a structured customer success methodology for relationship management

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification - your background could be exactly what this team needs.