Senior Customer Success Manager

Job Summary: The Senior Customer Success Manager works closely with customers to understand their business goals and objectives and advise them on the optimal ways to achieve them. You will own, develop, and grow relationships with new and existing customers, with a major focus on health plans and third-party partners. Focusing on larger accounts, you’ll be tasked with driving customer satisfaction, retention, and revenue growth.

 

Duties/Responsibilities:

• Support customers through the Moxe Customer Journey: from implementation through adoption, renewal, and growth to drive long-term success and value
• Become each customer’s trusted advisor; drive adoption of Moxe’s products with a focus on delivering customer value and achieving the customer’s business outcomes
• Proactively and strategically leverage customer data to provide clear, informative, and relevant information to drive engagement, satisfaction, and retention 
• Own the identification of key customer needs, translate them to internal tasks, and execute
• Cultivate renewal and expansion opportunities, and drive these opportunities to close, contributing to team-wide revenue goals 
• Develop strong relationships and collaborate with your team of Customer Success Managers, Sales Executives, Implementation Strategists, and Support Engineers to ensure customers have an optimal experience and achieve their desired outcomes

Required Skills/Abilities: 

• Healthcare industry domain expertise, including robust knowledge of the following: value-based care, electronic medical records, quality programs, health information management, insurance markets (Commercial, Medicare and/or Medicaid)
• The ability to effectively communicate complex information to senior management and C-level stakeholders at customers 
• Previous experience working directly with health plans and/or vendors in the health plan / insurance space 
• Prior start-up experience helpful: enthusiasm and ability to excel independently in a fast-paced, evolving, and ambiguous environment with a “get it done” attitude
• High degree of proficiency in CRM and modern SaaS CS tools
• Data-driven, strategic thinker with experience analyzing and synthesizing information and then leveraging that insight to drive customer engagement, actions, and improvements
• Excellent verbal and written communication skills
• Excellent time management and ability to prioritize

Education and Experience:

• Bachelors degree required, healthcare related field preferred
• 5-7 years of Customer Success Management/Account Management experience with larger accounts managing delivery of technology/software solutions in a healthcare setting, previous SaaS experience strongly preferred

Supervisory Responsibilities:

• None

Physical and or Travel Requirements:

• Prolonged periods of sitting at a desk and working on a computer 
• Occasional travel to customer sites -25%