Senior Manager, Customer Success - job 1 of 3

Job Summary

A company is looking for a Senior Manager, Customer Success Management for Mid-Market.

Key Responsibilities

• Develop and execute the strategic roadmap for Mid-Market, Non-Acute, and pre-hospital CSM teams
• Lead, mentor, and grow a high-performing Customer Success Management team
• Monitor and improve KPIs including NPS, CSAT, and customer health scores

Required Qualifications

• 8+ years of experience in Customer Success, Account Management, or related roles in SaaS or healthcare tech
• Proven leadership in managing and developing high-performing teams
• Strong executive presence and ability to build trust with C-level stakeholders
• Data-driven mindset with hands-on experience using Gainsight, Salesforce, or similar tools
• Success in managing Mid-Market and pre-hospital accounts with high retention and satisfaction