Senior Customer Success Manager

Job Description

Assume complete accountability for nurturing customer relationships post-implementation, acting as the primary contact and advocate for key Nsight clients. Achieve retention targets across the assigned business portfolio by proactively preventing and resolving potential churn issues. Monitor account health through data analysis, engagement metrics, and direct relationship insights to identify and address risks promptly. Formulate and implement account recovery strategies for at-risk clients, escalating issues as needed and managing the resolution process. Cultivate strong relationships with clinical, operational, and executive stakeholders within customer organizations to establish a comprehensive Nsight presence. Coordinate and lead Quarterly Business Reviews with stakeholders, delivering data-driven presentations that showcase value and strengthen partnerships. Act as a trusted advisor, guiding customers in defining success, evaluating impact, and expanding programs in line with Nsight's offerings. Boost retention and growth by consistently demonstrating value, aligning with customer goals, and identifying new opportunities across service areas. Utilize data-driven portfolio management practices, maintain accurate records in CRM and CS platforms, and leverage data for informed decision-making. Analyze account trends to uncover systemic risks, engagement gaps, and growth opportunities.

Qualifications

1. 5-10+ years of proven experience in Customer Success, account management, or client services, progressing to senior-level roles. 2. Demonstrated success in owning retention and expansion outcomes, preferably in B2B SaaS, healthcare, or managed services. 3. Experience in managing complex portfolios of enterprise accounts with multiple stakeholders and high strategic value. 4. Proven ability to lead executive-level client conversations and conduct QBRs with clinical/operational leadership. 5. Proficiency in CS and CRM tools (HubSpot, Salesforce, Gainsight), with the ability to build and interpret reports. 6. Strong analytical skills: metrics-driven approach with dashboard creation and data-informed decision-making. 7. Executive presence and influence with clinical, operational, and C-suite stakeholders. 8. Self-motivated, quick, and innovative, with a proactive approach to improvement. 9. Healthcare, RPM, CCM, or value-based care experience is a plus. 10. Background in chronic care management program operations or Remote Patient Monitoring. 11. Experience working in a healthcare technology company. 12. Familiarity with HIPAA compliance, BAA management, and healthcare data security requirements. 13. CPC, CPMA, CHBME, or equivalent certifications are a plus. 14. Bachelor's or Master's degree in Business, Healthcare Administration, or related field.

Benefits

- Unlimited PTO - Medical, Dental, Vision, and supplemental insurance options - 401(k) Plan with 3.5% Company Match - Company-provided equipment