Customer Success Manager

• Commission
• 401(k)
• 401(k) matching
• Bonus based on performance
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

Customer Success Manager

Who We Want:

Are you a seasoned leader in customer success, passionate about driving impactful change in healthcare technology? We’re seeking a proactive and strategic Customer Success Manager who will own and lead the customer success function, ensuring our clients achieve their desired outcomes while driving retention, expansion, and satisfaction. If you’re ready to step into a leadership role with responsibility for managing key accounts and scaling processes, we’d love to hear from you.

Who We Are:

Handtevy is at the forefront of innovation in emergency medical care. Our cloud-based Handtevy Resuscitation System is transforming care delivery for both pediatric and adult patients in pre-hospital (EMS) and hospital settings. We empower healthcare providers to respond to emergent situations with precision, reducing medical errors and improving outcomes across diverse patient populations. Join us in revolutionizing emergency medicine on a national and international scale.

Responsibilities:

Lead the Customer Success Department: Own the strategy and execution of customer success initiatives, ensuring alignment with company goals and delivering value to clients.

Drive Client Outcomes: Track success through metrics such as client health scores, reference generation, product expansion, and churn reduction.

Client Engagement and Escalation: Maintain regular communication with clients to ensure the platform delivers its intended value, troubleshoot and resolve escalated issues, and provide seamless support post-implementation.

Upsell and Growth Opportunities: Identify and grow upsell opportunities within your book of business by understanding client needs and recommending appropriate products or services.

Consult and Train Clients: Consult with clients to provide product recommendations, assist with go-live stabilization, deliver training, and ensure a consistent and positive client experience.

Advocate for Clients: Serve as the voice of the customer, advocating their needs and collaborating cross-departmentally to drive product and process improvements.

Platform Management: Monitor platform utilization, identify opportunities for optimization, and implement post-implementation product updates and changes.

CRM and Metrics: Leverage tools like HubSpot and Salesforce to monitor customer interactions, organize workflows, and track success metrics.

Qualifications:

Bachelor’s Degree (required).

3-5 years of prior customer success experience required, with at least 2 years in a leadership role.

SaaS Customer Success Experience Preferred.

Proficiency with HubSpot and Salesforce is strongly preferred.

Proven track record of tracking and achieving client success metrics, including retention, upsell, and client satisfaction.

Exceptional communication skills, both written and verbal, with the ability to engage stakeholders at all levels.

Strong organizational skills and attention to detail, with the ability to manage multiple clients and priorities effectively.

Analytical mindset with the ability to identify client trends and proactively address issues or red flags.

Empathy and problem-solving abilities to build trust and resolve client challenges efficiently.

We are an Equal Opportunity Employer and a Drug-Free Workplace.

Flexible work from home options available.