Strategic Customer Success Manager - Hybrid

wk; Chicago (IL); Hybrid; USD 90,000 - 130,000; Full time

Job summary

UpToDate is seeking a Customer Success Engagement Manager to lead the customer success program for strategic accounts across a United States region. You will guide onboarding, adoption, and ongoing value realization, partnering with Sales to align executive plans and drive renewal and growth.

You will coordinate multi-disciplinary teams, design deployment plans, and mentor teammates while leveraging data to improve customer outcomes and satisfaction.

Qualifications

• Specialized depth and/or breadth of expertise in Customer Success and business practices.
• Ability to work independently with guidance only in the most complex situations.
• Manages a smooth customer onboarding process and lifecycle to maintain loyalty.
• Uses data to monitor performance and promote engagement between customer and products.
• Defines goals with customers and documents successes.
• Leads teams and projects with analytical thinking to improve outcomes.

Responsibilities

• Partner with Sales to build and maintain health of assigned accounts and support renewals.
• Lead executive planning sessions for customer accounts with senior management.
• Design and execute deployment plans, training and onboarding activities.
• Develop and communicate plans for large-scale deployments with milestones.
• Escalate risks and coordinate across multi-disciplinary teams to ensure success.
• Report progress to customer leadership and internal stakeholders.

Job description

UpToDate is seeking a Customer Success Engagement Manager to lead the customer success program for strategic accounts across a United States region. You will guide onboarding, adoption, and ongoing value realization, partnering with Sales to align executive plans and drive renewal and growth.

You will coordinate multi-disciplinary teams, design deployment plans, and mentor teammates while leveraging data to improve customer outcomes and satisfaction.