Customer Success Manager

At Bluesight, our mission is to create groundbreaking solutions that increase efficiency, safety and visibility for health systems, hospital pharmacy, and pharmaceutical manufacturers. We are looking for a Healthcare Customer Success Manager to grow trusted relationships with our hospital customers and ensure their long-term success. They will own the day-to-day relationship with a book of customers and maintain a holistic, data-driven view of their overall experience with every team and Bluesight solution.

Responsibilities

Develop healthcare executive relationships and present Executive Business Reviews (EBRs); Build trusted relationships with healthcare executives and key stakeholders to understand strategic goals, drive product adoption, and achieve customer-defined outcomes; Conduct regular business reviews with executive-level stakeholders and ensure relationships produce value and return; Proactively analyze gaps between current and optimal state and communicate recommendations that lead to value; Track and report on key customer metrics; Be knowledgeable across the entire product suite and act as lead contact and advisor to customers; Influence lifetime value through product adoption, user growth, customer satisfaction, documented ROI, and health scores; Vary service approach based on customer segmentation and delivery playbooks; Identify customer expectations and desired outcomes and create success plans aligned with customer objectives; Drive escalation of client issues and risk, quarterback risk mitigation, and ensure resolution; Acquire and maintain customer references; Monitor and respond to NPS survey feedback and Customer Health scores; Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue and renewal risks; Achieve annual renewal and growth targets

Requirements

Bachelor's degree or equivalent work experience; 3+ years of Customer Success, Account Management, or similar customer-facing role within a high-growth SaaS company

Nice to have

3+ years of B2B Healthcare company experience in Account Management or Customer Success; 3+ years of healthcare Customer Success experience managing a large customer pool with SaaS contracts above $100k; Clear and energetic communication style effective at executive and end-user levels; Self-starter with multiple examples of taking initiative; Ability to succeed in a fast-paced, high-pressure environment

Benefits

Competitive salary; Unlimited vacation days; Generous insurance coverage; 401k program with company match; Fun, collaborative culture