Customer Success Manager, Cohort

RLDatix is on a mission to help raise the standard of care in healthcare. They are seeking a Customer Success Manager to ensure that healthcare organizations derive maximum value from their software solutions, focusing on onboarding, account health, and customer satisfaction.

Responsibilities:

• Build and maintain trusted, long-term customer relationships, earning respect and trust on behalf of RLDatix
• Develop and manage success plans using objective data, in collaboration with the account team
• Measure and analyze CSAT (Customer Satisfaction) by solution to identify trends and determine any necessary corrective actions
• Proactively manage customer communications, tailoring information to customer-specific needs and aligning it with their mission and desired outcomes
• Drive adoption by sharing relevant usage data, share ‘best practice’ goals, promote upcoming webinars and thought leadership events on products and solutions
• Ensure a seamless renewal process by monitoring and managing client health, satisfaction, escalations, and sentiment

Requirements:

• 3+ years of experience in a Customer Success role within a Healthcare SaaS company
• Proven success in managing customer engagement, optimizing usage and outcomes, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS
• In-depth knowledge on how to leverage data to drive customer insights and business decisions
• Sincere interest in building long-term relationships with customers
• A knack for working collaboratively within a fast-paced, evolving team