Senior Customer Success Manager

Join our team as a Senior Customer Success Manager, where you will be responsible for nurturing relationships with our most strategic, high-value customers. You will act as their trusted advisor, helping them realize the full potential of our product and directly impacting customer retention, satisfaction, and overall business growth. This senior-level position requires a deep understanding of customer needs, strong relationship-building skills, and a proven track record in customer success.

• Gérer et développer un portefeuille de clients stratégiques, en assurant un soutien personnalisé tout au long de leur cycle de vie.
• Établir des relations de confiance à long terme avec les parties prenantes clés des clients, en agissant en tant que point de contact principal.
• Identifier proactivement les opportunités de croissance des clients (par exemple, upsell, cross-sell) et travailler avec l'équipe de vente pour capitaliser sur ces opportunités.

• Exceptional relationship-building skills with the ability to work closely with C-level executives, business leaders, and cross-functional teams
• You are passionate about helping others succeed: You thrive when your work directly contributes to your customers' success, and you take pride in seeing your clients reach their goals using the solutions you've provided
• Experience with customer success tools (e.g., Gainsight, Salesforce, Zendesk, or similar CRM/CSM software) and excellent communication (written and verbal) and presentation skills; the ability to articulate complex ideas simply and persuasively
• You’re comfortable working with senior leaders: You enjoy collaborating with executives and decision-makers, whether in regular business reviews or helping to shape customer strategy. You can clearly communicate complex issues and opportunities in a way that resonates with top-level stakeholders
• You love building long-term relationships: You enjoy forming strong, trusting connections with customers and see value in maintaining those relationships over time, ensuring they continually get the most out of your product
• You thrive in a dynamic, fast-paced environment: You’re able to pivot quickly, adapt to change, and stay organized while managing multiple customer accounts, all while maintaining a high level of service and customer satisfaction
• Proven track record of managing large, high-value customer accounts and driving customer success, retention, and growth
• Strong problem-solving abilities, with the ability to anticipate customer needs and challenges before they arise
• You’re a problem-solver at heart: When challenges arise, you’re the first to jump in and find solutions. You take initiative to resolve issues before they become problems, keeping customers happy and engaged
• Minimum 5+ years in a Customer Success, Sales or Marketing role in the healthcare industry OR clinical experience (radiology, neuroscience, cardiology), preferably within SaaS or a technology-driven industry
• Expertise in customer success strategies, including onboarding, adoption, retention, and customer expansion as well as experience with upselling, cross-selling, and renewals to expand customer relationships
• You have a consultative mindset: You don’t just sell a product—you guide your customers, offer thoughtful advice, and recommend the best ways to use the product to meet their unique needs and objectives