Senior Customer Success Executive

Join our team as a Senior Customer Success Executive, where you will serve as a trusted advisor to our strategic customer base in the healthcare industry. You will manage a portfolio of large health and hospital systems and Academic Medical Centers, driving customer adoption, usage, satisfaction, retention, and growth. Your role will involve developing relationships with key stakeholders, leading onboarding and adoption efforts, strategic planning and account growth, and providing data-driven insights. You will also advocate for the customer within the company and collaborate with internal teams to ensure customer needs are met.

• Develop and nurture relationships with key stakeholders at healthcare organizations, serving as the primary point of contact for high-value clients.
• Lead the team through the onboarding of new customers, driving product adoption and usage, and working with clients to optimize their use of the platform.
• Work closely with clients to understand their business goals, challenges, and strategic priorities, tailoring solutions to meet their needs and identifying opportunities for upselling and cross-selling.

• Ability to quickly identify underlying drivers of problems, quickly develop hypotheses, and execute on a path to solve
• Proven Success in growing annual account spend over time
• Excellent project management skills and ability to collaborate across multiple internal and external stakeholders
• Growth company DNA -- ability to thrive in a dynamic, fast-paced startup environment
• Tech-savvy and possess strong analytical skills: i.e., can analyze source material and verify accuracy and completeness of details
• You have proven success in building trust and driving results for a broad range of stakeholders: senior executives, IT, and day-to-day users of the software
• Have exceptional written and verbal communication skills
• 5+ years of relevant work experience in customer success or account management. SaaS experience preferred
• Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great client satisfaction
• If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyways
• Process building experience
• Healthcare, EMR, EHR Consulting, or Product Management experience
• Upsell experience