Customer Success Manager- HCLS

The Customer Success Manager (CSM) is the primary point of contact and orchestration lead for all matters related to Impact features and benefits, depending on the customer’s Impact package. They drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan, which defines the key initiatives to help the customer achieve their agreed-upon business outcomes. The CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and driving customer action through an understanding of adoption metrics and alignment to customer KPIs and business goals. They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews with the customer to provide updates, refine the Impact Plan, and report on adoption. CSMs aim to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.