Senior Customer Success Manager

As a Senior Customer Success Manager at PartsSource, you will be responsible for driving the success and satisfaction of our customers across four key areas: Strategy, Adoption, Expansion, and Advocacy. Leveraging your strategic mindset, data-driven approach, and customer-centric focus, you will guide high-value clients to maximize the value of their investments, expand their usage of our solutions, and create long-term advocates for PartsSource. This role requires strong relationship management, proactive problem-solving, and the ability to navigate complex client needs while delivering exceptional results.

What You’ll Do:

1. Strategy:

• Define Optimization Opportunities: As part of the overall Account Plan / Value Creation Roadmap (VCR), you will be responsible for continuously identifying customer specific optimization opportunities. These opportunities support customer adoption, value realization, and drive outcomes that align with their strategic objectives. Optimization opportunities should ensure customers receive the full value from their investments by maximizing cost savings, efficiency and quality outcomes by leveraging the full suite of features that PartsSource provides.
• Strategic Mindset: Think about long-term customer success, anticipate challenges, and position PartsSource to help customers achieve sustained value.
• Lead strategic business reviews by presenting performance metrics and actionable insights to keep customers engaged and aligned with long-term goals.

1. Adoption:

• Proactively monitor client health: Regularly assess feature usage, customer outcomes, operational performance, and engagement. Identify gaps and opportunities for deeper product use.
• Provide training, support, and best practices to ensure clients maximize value from their investment, increasing both process maturity and product feature usage.
• Gather Voice of the Customer (VOC): Collect feedback to enhance PartsSource offerings, ensuring they align with evolving customer needs.
• Identify and address potential challenges: Develop action plans for risks to customer success and iterate as needed to ensure successful outcomes.

1. Expansion:

• Drive account growth by generating customer success qualified leads (CSQL) through identifying upsell and cross-sell opportunities as a trusted advisor. Leverage customer success stories to demonstrate additional value.
• Data-Driven Decision Making: Analyze customer data to inform decisions on account growth and feature expansion, ensuring every recommendation is backed by insights.
• Partner with internal teams to ensure the timely and successful delivery of solutions that meet customer needs and drive additional value.

1. Advocacy:

• Build strong relationships with stakeholders, ensuring a diverse group of contacts, from front-line users to senior executives, to create raving fans of PartsSource.
• Foster customer advocacy by delivering results that exceed expectations, enabling customers to become public advocates through testimonials, case studies, and industry speaking engagements.
• External Perspective: Stay informed on industry trends and competitors, positioning PartsSource as a trusted leader in the healthcare supply chain space.

Who We Want To Meet:

• Skill Set:
• Develop success plans that drive customer adoption and outcomes.
• Monitor client health and engagement with the product, ensuring customers get the most out of our solutions.
• Provide comprehensive support, training, and best practices to maximize value.
• Identify and mitigate risks by developing action plans and ensuring timely execution.
• Coordinate with internal teams to ensure successful solution delivery.
• Strategic Mindset: Think critically about long-term goals, the bigger picture, and anticipate future challenges for sustainable customer success.
• Action-Oriented: Take initiative to address challenges and opportunities with a proactive, can-do attitude.
• Comfortable with Ambiguity: Adapt to changing situations, adjust strategies as needed, and move forward when things are unclear.
• Data-Driven: Use data to inform decisions and ensure clients are on the path to success.
• Relationship Management: Build and nurture strong relationships across all levels of customer organizations, from front-line users to senior executives.
• Open Communication & Active Listening: Foster transparency and collaboration with customers, internal teams, and stakeholders.
• Influence: Persuade and motivate both internal teams and customer stakeholders to align on solutions and drive successful outcomes.
• Customer Focus: Understand customer expectations, empathize with their challenges, and offer solutions that align with their goals.

Your Background:

• Bachelor’s degree in business, marketing, or a related field.
• Preferred knowledge of healthcare.
• Project Management skillset or certification (PMP or large scale project outcomes).
• 5+ years of experience in customer success, account management, or a similar client-facing role, preferably in a SaaS or tech environment.
• Experience with Customer Success software such as GainSight, Churn Zero etc.
• Proven track record in driving customer adoption, expansion, and advocacy initiatives.
• Strong problem-solving skills, with the ability to think strategically about customer needs and solutions.
• Excellent communication, interpersonal savvy, and presentation skills, with the ability to influence senior executives and stakeholders.
• Experience working cross-functionally with sales, marketing, and product teams.
• Ability to analyze customer data and make data-driven decisions.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to coach other junior members on the team.