Senior Customer Success Manager

HealthJoy’s Customer Success Team aims to deliver industry-leading outcomes to customers, with the goal of driving customer retention and growth. As a Senior Customer Success Manager, you’ll join a team of peer leaders and subject-matter experts within the Customer Success organization, who provide impact both within a book of designated accounts and at scale. You’ll lead a designated book of business composed of mid-market accounts (approximately 40 logos total). In addition, you’ll play a key role working closely alongside the Customer Success leadership team, other Sr. CSMs, and cross-functionally to help serve as a senior post-sale escalation point, contribute to process and customer success strategy improvements, mentor junior team members, and participate in other activities drawing upon your domain knowledge and expertise. You will independently lead a mid-market book of business and own key customer outcomes (product adoption and utilization, net dollar retention, and customer health) for clients. You'll build strong, consultative relationships with customers and partners, advise on strategies to optimize adoption, uncover potential upsell opportunities, and lead expansion sales and renewal processes. You'll leverage HealthJoy’s value proposition and ROI in customer business reviews and use CRM software and business intelligence tools to proactively dive deep into the performance across your book of business. You will also contribute to cross-functional initiatives, develop internal domain-area training, and advocate for customer needs across internal teams. You'll keep an active pulse on the emerging needs of mid-market customers and ensure HealthJoy is adapting future strategy and infrastructure to support their success. Up to 20% travel.