About: Leading health tech innovator, developing cutting-edge that are revolutionizing healthcare delivery. We partner with large healthcare enterprises, including hospitals, health systems, and research institutions, to implement and optimize our complex solutions, driving improved patient outcomes and operational efficiency. Role Overview: We are seeking a highly skilled and experienced Customer Success Manager to join our team and become a trusted advisor to our enterprise clients. In this critical role, you will be responsible for ensuring the successful onboarding, adoption, and ongoing optimization of our complex health tech solutions within large, demanding healthcare environments. You will be a technical expert, a strategic partner, and a passionate advocate for our clients, driving measurable value and fostering long-term relationships. Responsibilities: Enterprise Client Management: Serve as the primary point of contact for a portfolio of strategic enterprise clients, building strong relationships with key stakeholders, including IT, clinical, and administrative leadership. Complex Solution Onboarding & Implementation: Lead the successful onboarding and implementation of our complex health tech solutions, managing project timelines, coordinating resources, and ensuring seamless integration with existing client systems. Technical Expertise & Troubleshooting: Possess a deep understanding of our technical solutions and be able to troubleshoot complex technical issues, collaborating with engineering and product teams to resolve client challenges. Data Analysis & Performance Optimization: Analyze client data to identify trends, measure performance, and provide actionable insights to optimize solution utilization and drive desired outcomes. Proactive Engagement & Advocacy: Proactively engage with clients to understand their evolving needs, identify opportunities for expansion, and advocate for their requirements within the organization. Value Realization & ROI Measurement: Define and track key performance indicators (KPIs) to demonstrate the value and return on investment (ROI) of our solutions to enterprise clients. Training & Education: Develop and deliver comprehensive training programs and educational materials to empower clients to effectively utilize our solutions. Feedback & Product Improvement: Gather client feedback and insights to contribute to product roadmap development and continuous improvement initiatives. Risk Management & Escalation: Identify and mitigate potential risks, escalating critical issues to appropriate internal teams and ensuring timely resolution. Documentation & Reporting: Maintain accurate records of client interactions, project progress, and performance metrics, providing regular reports to internal stakeholders. Qualifications: Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Healthcare Administration, or related discipline). Master's degree preferred. Minimum of 5 years of experience in customer success or account management, with a proven track record of success working with enterprise clients in a highly technical environment. Strong understanding of healthcare technology, including [mention specific technologies relevant to your company, e.g., cloud platforms, APIs, data integration, cybersecurity]. Demonstrated experience managing complex projects and implementations, with excellent project management skills. Exceptional problem-solving and analytical skills, with the ability to translate technical concepts into clear and concise communication. Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels. Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight). Experience within the healthcare sector is a strong plus. Experience with data analysis and reporting. Desired Skills: Familiarity with HIPAA and other relevant healthcare regulations. Experience with data analytics tools and platforms. Certifications in project management or customer success.