Sr. Customer Success Manager (Healthcare)

TL;DR

Sr. Customer Success Manager (Healthcare): Managing high-value client relationships for a homecare SaaS platform with an accent on client retention, growth, and operational excellence. Focus on bridging the gap between client needs and product evolution, managing complex escalations, and mentoring junior CSMs.

Location: Remote (Must be able to support Pennsylvania and New Jersey clients, including 10-25% travel)

Company

Leading technology platform for home and community-based care, connecting patients, providers, managed care organizations, and states.

What you will do

• Serve as the primary point of contact for designated clients from implementation through the live environment.
• Develop trusted advisor relationships with key stakeholders and executive sponsors to ensure client retention.
• Manage challenging client requests, issue escalations, and mitigate contract risks.
• Collaborate cross-functionally with the product team to provide client feedback and drive solution delivery.
• Identify and grow business opportunities within the market in collaboration with the sales team.
• Mentor and manage a subset of Customer Success Managers (CSMs).

Requirements

• Bachelor’s degree.
• 5+ years of client service experience.
• Experience in the healthcare or homecare industry is required.
• Proficiency in Salesforce and MS Office Suite.
• Ability to travel 10-25%, including overnight travel.
• Strong problem-solving, negotiation, and presentation skills.

Nice to have

• Experience with SaaS platforms.
• Experience working within a partner ecosystem.

Culture & Benefits

• Equal-opportunity employer focusing on diversity and inclusion.
• Remote work flexibility.
• Opportunity to mentor new hires and lead a team.
• Mission-driven environment transforming the healthcare space through technology.