Sr. Manager, Client Success supporting Veradigm’s healthcare technology and data solutions. Partnering across a network serving healthcare providers, life sciences, health plans, and patients.
About the role
- Head of Customer Success leading global retention, advocacy, and support for an enterprise parking SaaS platform. Managing a 10-person team and strategic customers across the United States and Canada.
Responsibilities
- Lead the global Customer Success and Support function
- Report to the COO and serve as a key member of the leadership team
- Own strategic customer relationships, retention performance, customer advocacy, and the voice of the customer
- Lead and develop a team of 10 Customer Success, Implementation, and Support professionals
- Build processes, playbooks, workflows, and resources to support continued growth
- Build executive-level relationships with the largest and most strategic customers
- Maintain 100% referenceability across top customers
- Own portfolio-wide Gross Revenue Retention and Net Revenue Retention
- Develop customer success plans and identify risks and opportunities
- Partner with the commercial team on renewals and expansion
- Gather, consolidate, and prioritize customer feedback
- Translate customer needs into actionable insights for Product and Engineering
- Partner with Product Management to influence roadmap decisions
- Establish expectations, performance standards, and career development
- Build the team structure and hiring plan to scale the function
- Support complex global rollouts across customer stakeholders and internal functions
- Strengthen account planning, customer health, risk management, escalation, support, and executive engagement processes
- Report to the executive team on customer health, retention, advocacy, support performance, risks, and growth opportunities
- Translate customer and operational data into insights and recommended actions
Requirements
- Experience supporting the largest enterprise customers and Fortune 500s
- 10+ years in Customer Success supporting a tech product
- Strong organizational skills and ability to manage multiple workstreams in a fast-paced environment
- Excellent verbal and written communication skills with C-level stakeholders
- Comfort working with Product Management and driving the opinion of Customer Success on customer needs
- Familiarity with Transportation, Parking, or Workplace technology
- Ability to work remotely while supporting the time range from Pacific Coast US to East Coast US time
- Must be based in the United States or Canada
- Preference for candidates based in Eastern or Central time zones
Benefits
- Equity participation
- Benefits
- Remote work without relocating
- Career growth opportunity to build and scale a global Customer Success function
- Meaningful leadership influence and direct access to the executive team
- Product influence over a global enterprise SaaS platform
- Work with exceptional customers and talented teammates
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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