Customer Success Manager

Medisolv, Inc. is a national leader in healthcare quality data management solutions for hospitals and providers. The Customer Success Manager will act as a strategic partner for healthcare organizations, ensuring client value and satisfaction while guiding them through quality measure reporting using Medisolv’s SaaS solutions.

Responsibilities:

• Build and maintain strong relationships with stakeholders at all organizational levels, from Executives to Quality Managers, ensuring full utilization of Medisolv’s solutions
• Leverage commercial expertise to identify and pursue opportunities for partnership expansion through renewals, cross-selling, and upselling, always aligning efforts with each organization’s objectives
• Safeguard data accuracy and integrity within Medisolv applications, enabling clients to enhance care quality and meet federal regulatory requirements
• Combine expertise with proactive relationship management to help healthcare organizations achieve compliance and improve patient outcomes using Medisolv’s solutions
• Demonstrate a strong understanding of quality measures and communicate effectively about them across all organizational levels
• Troubleshoot issues efficiently, take the initiative, ensure excellent service, think creatively, and thrive in a dynamic environment where every day brings new challenges
• Collaborate with internal teams to address data accuracy and integrity, using expertise to educate stakeholders and improve service delivery
• Strengthen strategic account engagement by identifying opportunities for cross-selling, upselling, and renewals to drive customer satisfaction and retention
• Monitor account health and represent client interests within Medisolv, providing actionable feedback and working cross-functionally to enhance products and services for long-term client success
• Build and maintain trusted relationships with executive stakeholders by understanding their goals, workflows, and challenges
• Proactively engage clients through structured meetings and business reviews, guiding them through Medisolv’s solutions and ensuring they are informed about relevant quality measures
• Complete product training
• Build relationships with assigned clients, introducing yourself as their new primary contact to establish trust
• Review customer account history, current challenges to inform an engagement strategy
• Learn Customer Success processes and systems for engaging with customers
• Conduct initial customer QBRs and regular engagements, focusing on their satisfaction, key challenges and goals
• Identify and address any immediate issues with data accuracy and application performance
• Begin exploring any potential cross sell opportunities within your assigned accounts
• Develop and execute on customer strategies to expand relationships and deepen engagements
• Own the renewal process for allocated customers
• Drive customer success by proactively tracking and improving customer health to unlock referenceable customers and unlock opportunities
• Establish yourself as allocated customers Trusted Partern, leading to strong retention and renewal rates
• Drive account growth through cross-sell and upsell efforts
• Build customer success stories and best practices – sharing with marketing and sales

Requirements:

• Demonstrated knowledge of quality data and measurement standards is required
• Build and maintain strong relationships with stakeholders at all organizational levels, from Executives to Quality Managers, ensuring full utilization of Medisolv's solutions
• Leverage commercial expertise to identify and pursue opportunities for partnership expansion through renewals, cross-selling, and upselling, always aligning efforts with each organization's objectives
• Safeguard data accuracy and integrity within Medisolv applications, enabling clients to enhance care quality and meet federal regulatory requirements
• Combine expertise with proactive relationship management to help healthcare organizations achieve compliance and improve patient outcomes using Medisolv's solutions
• Demonstrate a strong understanding of quality measures and communicate effectively about them across all organizational levels
• Troubleshoot issues efficiently, take the initiative, ensure excellent service, think creatively, and thrive in a dynamic environment where every day brings new challenges
• Collaborate with internal teams to address data accuracy and integrity, using expertise to educate stakeholders and improve service delivery
• Strengthen strategic account engagement by identifying opportunities for cross-selling, upselling, and renewals to drive customer satisfaction and retention
• Monitor account health and represent client interests within Medisolv, providing actionable feedback and working cross-functionally to enhance products and services for long-term client success
• Build and maintain trusted relationships with executive stakeholders by understanding their goals, workflows, and challenges
• Proactively engage clients through structured meetings and business reviews, guiding them through Medisolv's solutions and ensuring they are informed about relevant quality measures
• Action-oriented team player who finishes what they start
• Collaborative and empathetic, eager to build relationships across teams
• Flexible and adaptable in a fast-changing environment
• Growth mindset with resilience and curiosity