Job Title: Senior Customer Success Manager (Technical) - Healthcare (Preferred)About the role
We're looking for a Senior Customer Success Manager who's both customer-obsessed and technically strong. You'll own key customer relationships end-to-end: onboarding, adoption, value realization, renewals, expansion, and long-term success. A big part of the job is designing, building, and continuously improving customer journeys across multiple channels (in-app, email, WhatsApp/SMS, support, webinars, CSM touchpoints), using data to iterate what works.
Healthcare experience is a strong plus (providers, payers, digital health, EHR/EMR, care delivery platforms), but not mandatory if you've owned complex, regulated, technical products.
Key Responsibilities
Customer ownership & outcomes
- Own a portfolio of mid-market/enterprise customers and drive adoption, retention, renewals, and expansion.
- Lead customer onboarding and implementation, aligning stakeholders on goals, success criteria, timelines, and risks.
- Create and run Success Plans with measurable outcomes (time-to-value, activation, usage depth, feature adoption, ROI).
Technical success & solutioning
- Act as the technical customer champion: understand customer workflows, integrations, data flows, and environment constraints.
- Partner with Product/Engineering to scope solutions, troubleshoot issues, and guide customers on best practices.
- Translate customer needs into clear technical requirements, user stories, and prioritized feedback.
Customer journeys (multi-channel) + iteration
- Design and implement customer journeys across channels (email/CRM, in-app guides, webinars, community, support, CSM QBRs).
- Define the lifecycle stages (onboarding activation adoption expansion) and build playbooks for each stage.
- Track journey performance and continuously re-iterate based on data: test messaging, timing, channel mix, and interventions.
Analytics & success ops
- Build dashboards and success metrics: health scoring, cohort adoption, churn risk signals, feature usage, NPS/CSAT, support trends.
- Identify leading indicators and run proactive outreach based on triggers (usage drop, stalled onboarding, ticket spikes).
- Maintain clean CRM/CS data hygiene: activities, risks, notes, renewals, stakeholders, success plans.
Cross-functional leadership
- Run QBRs/EBRs and build executive relationships across customer orgs.
- Collaborate with Sales on expansions and renewals; partner with Support on escalations; align with Product on roadmap feedback.
- Mentor junior CSMs and help improve the Customer Success playbooks and operating rhythm.
What you'll bring (Qualifications)Must-haves
- 610+ years in Customer Success / Implementation / Solutions / Technical Account Management for B2B SaaS.
- Strong technical foundation: comfortable with APIs, webhooks, integrations, data schemas, and debugging customer issues.
- Proven experience building and optimizing customer journeys across multiple channels and lifecycle stages.
- Strong analytics mindset: ability to define metrics, create health scoring, interpret data, and run experiments.
- Excellent stakeholder management: can drive alignment with execs and day-to-day admins/users.
Nice-to-haves (Big Plus)
- Healthcare domain experience (EHR/EMR, care delivery workflows, patient engagement, payer/provider ecosystems).
- Experience with security/compliance contexts (HIPAA, SOC2, ISO, data privacy) and enterprise implementation rigor.
- Experience with tools like: Salesforce/HubSpot, Gainsight/Totango, Zendesk/Freshdesk, Mixpanel/Amplitude, Looker/Tableau, CDPs.
What success looks like (Outcomes in 612 months)
- Reduced onboarding time and improved activation/adoption metrics.
- Improved retention and expansion performance across your book.
- Clear, measurable customer journeys with triggers, playbooks, and dashboards.
- Strong product feedback loop that improves roadmap prioritization and customer outcomes.
Core Skills (Keywords)
Technical Customer Success Implementation Journey Mapping Lifecycle Marketing Alignment Health Scoring Product Adoption Integrations/APIs Analytics QBR/EBR Churn Risk Management Playbooks Multi-channel Engagement
