Healthcare Customer Success Manager

At Bluesight, our mission is to create groundbreaking solutions that increase efficiency, safety, and visibility for health systems, hospital pharmacy, and pharmaceutical manufacturers. We empower our customers to deliver the right medicine to the right patient at the right time, every time. We are a high-growth healthcare information technology company with a startup vibe but over 3,000 customers using our proven solutions.

The Opportunity

We're looking for a Healthcare Customer Success Manager to grow trusted relationships with our hospital customers and ensure their long-term success. They will own the day-to-day relationship with a book of customers and maintain a holistic, data-driven view of their overall experience with every team and Bluesight solution. The CSM interfaces with customers, builds relationships across the customer organization, specifically at the Executive-level, and leverages these relationships to improve product utilization, demonstrate and communicate product value, and ensure overall satisfaction is achieved and maintained over the long term.

Core Responsibilities:

• Develop Healthcare Executive Relationships and present Executive Business Reviews (EBRs)
• Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer-defined outcomes
• Conduct regular business reviews with healthcare executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return
• Proactively analyze gaps between current state and optimal state and effectively communicate recommendations that lead to value
• Track and report on key metrics for customer

Customer Service Responsibilities:

• Be knowledgeable in the entire product suite/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests.
• Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI, and overall health scores.
• Vary service approach based on customer segmentation and delivery playbooks
• Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives
• Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues
• Acquire and maintain customer references
• Monitor and respond to NPS survey feedback and Customer Health scores
• Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk
• Achieve annual renewal targets in partnership with Renewals Specialist
• Facilitate new growth opportunities and achieve annual growth targets

Requirements:

• Bachelor’s degree or equivalent work experience
• 3+ years of Customer Success, Account Management, or similar customer-facing role within a high-growth SaaS company
• 3+ years of B2B Healthcare company experience in Account Management or Customer Success preferred

The ideal candidate brings 3+ years of healthcare Customer Success experience that includes effective management of a large customer pool with SaaS contracts above $100k. This candidate demonstrates an ability to balance strong, consultative customer service and consistently achieve performance metrics. The role serves as the face of Bluesight, so it is critical the candidate demonstrates a clear and energetic communication style that is effective at both the executive and end-user level of an organization. Finally, the candidate must be a self-starter and demonstrate a history of success, multiple examples of taking initiative, and the ability to succeed in a fast-paced, high-pressure environment.