Customer Success Manager

ABOUT LUXSCI

LuxSci is a leading provider of secure healthcare communications solutions. LuxSci’s highly flexible, HIPAA-compliant suite of products for email, marketing, forms, and text are used by nearly 2,000 customers from across the healthcare industry, including Athenahealth, 1-800-Contacts, Delta Dental, Lucerna Health, Hinge Health, Eurofins, and Rotech Healthcare.

WHAT YOU’LL DO

As a Customer Success Manager, you will ensure and drive successful adoption, long-term growth, retention, and relationships with key stakeholders. This role is ideal for a proactive, results-driven individual with a deep understanding of customer success and account management best practices and a passion for enhancing the customer journey. Customer Success Managers are advocates for our customers and carry revenue growth and retention targets for their account assignments.  

• Drive a high level of customer engagement, satisfaction and loyalty, as measured by customer health score and associated KPIs.
• Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.
• Lead a portfolio of customers and work cross-functionally with our teams to manage relationships, ensuring that our customers drive business success with their LuxSci investment.
• Develop strategic and tactical sales plans for assigned accounts. Strategic business reviews, driving operational touchpoints, and creating and maintaining Success Plans.
• Partner with the development to identify new features and requirements based on customer feedback; communicate product roadmap and internally advocate for the voice of the customer.
• Fully understand and document the customer's business challenges, culture and environment: specifically, market trends, future technology, competition and partners that may affect the customer's business
• Develop and Drive account growth plans and strategy. Proactively identify ways to bring more value to customers.
• Develop a thorough understanding of customers’ short-term and long-term strategic requirements, goals, and challenges while identifying potentially relevant solutions
• Analyze customer data and feedback to identify trends and opportunities for improvement. 
• Secure account renewal and expansion opportunities
• Partner with our customers to develop and announce impactful case studies and marketing engagement
• Identify, qualify and advance opportunities based on their probability and potential value within assigned accounts or territories
• Capitalize on upselling and cross-selling opportunities, and develop effective customer advocacy programs
• Meet and exceed revenue goals at the account while delivering on established strategic objectives for specific client accounts
• Track progress against defined strategic objectives and revenue goals; review progress/setbacks frequently with broader Account Team and Leadership
• Lead the commercial discussions with customers
• Achieve annual renewal, revenue growth, and engagement targets
• Perform other work-related duties as assigned

WHAT WE’RE LOOKING FOR:

• 3 years of Customer Success Management experience managing usage of technology/software solutions in a healthcare or healthcare technology setting, 
• Demonstrated successful booking quota management and attainment.
• Demonstrated pipeline management and build target attainment.
• Experience in working across the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, opportunity identification, and account management)
• Ability to analyze data and translate it into professional sales presentations
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Track record of effective client engagement as measured by customer LTV impacts
• Ability to distill complex technical concepts into tailored communication for internal and client stakeholders
• Ability to manage multiple customers and priorities simultaneously.
• Ability to build relationships at multiple levels within the client organization
• Skilled in conflict resolution and advanced problem-solving, capable of handling escalations and resolving complex customer relationship issues
• Demonstrated ability to negotiate win-win agreements with clients
• Strong negotiation skills for creating contractual agreements
• Works well in a collaborative team environment, partnering with sales, product, and support teams.

 This position may require travel to customer and internal business meetings.