Manager of Customer Success

Role Overview

Manager of Customer Success (Full Time, US Remote) Reporting to the SVP of Solutions Delivery and Customer Experience, you will lead customer success efforts to ensure customers have an effective communication bridge across the organization.

Responsibilities

• Lead a customer success team coordinating customer success calls and/or onsite visits to deliver high-quality customer experience.
• Ensure maintenance coverage renewals are prepared and delivered on time.
• Manage outstanding technical support tickets efficiently.
• Verify operational success of the Connexall software through customer technical and clinical discussions.
• Monitor customer feedback (surveys/loyalty/maintenance indicators) and coordinate corrective actions when needed.
• Ensure required processes are followed, including:
  • Reporting non-conformities and supporting corrective actions
  • Sending post-project surveys on time and following up
  • Investigating low survey rates and implementing solutions/recommendations
  • Supporting the Customer Service Annual Survey follow-ups
• Maintain customer service documentation on the Customer Portal.
• Track customer service tickets and follow up to ensure resolution.
• Drive internal and external issue resolution through improved communications, processes, and timeliness across teams.
• Support Sales/Marketing with customer engagement, leveraging Technical Support and Solutions Delivery resources as needed.
• Develop and implement strategies to:
  • Increase Customer Success Program membership
  • Reduce customer attrition
• Coordinate program communications (external/internal) aligned with overall Connexall strategy.
• Continuously improve the Loyalty/Maintenance processes and existing ISO procedures to maximize efficiency and quality.
• Perform people-management duties: 1:1 meetings, employee development/training, recruitment, and performance management (with HR support as applicable).

Requirements

• Bachelor’s degree in Communication, Information Technology, Public Relations, or related field (or equivalent experience).
• Experience or training in administrative work.
• Strong attention to detail (role emphasizes being detail-oriented).

Nice-to-Haves

• Experience with customer success/account management in an enterprise or healthcare technology environment (implied by responsibilities).