Customer Success Manager

HendrenAI is a company that builds voice automation and AI solutions for the healthcare ecosystem. They are seeking a Customer Success Manager to manage relationships, educate customers, and improve retention rates while ensuring customers realize the full value of HendrenAI's platform.

Responsibilities:

• Generate a repeatable strategy of technology adoption across the customer base
• Schedule time with each new customer during their first week of using the product so they have an opportunity to ask any questions, and follow up frequently to gather feedback
• Build solid relationships with the people they interact with — often going above and beyond what’s required to ensure customers have a positive experience using the product
• Approach every interaction with genuine empathy for customers, listening carefully and asking questions before jumping into problem-solving mode
• Stay organized, observant, and detail-oriented in order to collect, understand, and analyze customer feedback
• Understand the full sales cycle from both a sales and technical strategy perspective in order to liaise between internal and external stakeholders, such as customers, account executives, and technical support engineers
• Develop success plans for accounts by creating metrics that support product onboarding, product adoption, and customer retention and satisfaction goals
• Develop and maintain long-term relationships with enterprise-level accounts, coordinating support efforts and organizing solution delivery while establishing and owning a trusted advisor relationship with customers
• Maintain a customer technical account portfolio to provide technical guidance and recommendations
• Align the HendrenAI product line to provide a comprehensive solution that satisfies the customer’s business needs
• Determine individualized customer success plans based on customer metrics and other customer data
• Work closely with account executives to understand short-term and long-term sales strategies, identifying key areas to drive customer success through product adoption and satisfaction
• Shepherd existing customers through contract renewal cycles and work with sales teams to execute renewals
• Identify and understand a customer’s adoption status and support history throughout the post-sales cycle, and determine how to incorporate these elements into the overall customer success strategy
• Pursue a strategy of goal attainment to rectify any hurdles and steer clients toward success
• Become an expert in the features and benefits of HendrenAI’s applications
• Educate customers and employees about products and services through structured CSM training
• Draft and publish training, articles, and webinars that make it easy for customers and employees to understand the applications thoroughly

Requirements:

• Bachelor's degree in Computer Science (see Degree Requirement above)
• 2+ years of experience in customer success, account management, technical account management, or a comparable client-facing role at a B2B SaaS or technology company
• Strong technical aptitude and the ability to understand and explain how a software product works, including integrations and APIs
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences
• Demonstrated ability to manage multiple accounts and priorities while maintaining attention to detail
• Genuine empathy for customers and a consultative, problem-solving mindset
• Comfort working cross-functionally with sales, product, and technical support teams
• Experience in healthcare, pharmacy, health systems, or pharmaceutical technology
• Familiarity with EHR platforms (Epic, athenahealth) or pharmacy management systems (Liberty/RedSail)
• Understanding of HIPAA, SOC 2, or HITECH compliance requirements
• Experience supporting enterprise-level accounts and managing renewal cycles
• Experience at an early-stage or growth-stage company where playbooks are still being built
• CCSM or equivalent customer success certification