Customer Success Manager (OH)

$95,000 - $105,000/Yr

Sandata Technologies - Hicksville, NY

Full-time - Mid Level

Remote - Hicksville, NY

Professional, Scientific, and Technical Services

About the position

Sandata Technologies is seeking an experienced Customer Success Manager to join our Ohio Team. This remote position allows the candidate to work from anywhere in the United States. The Customer Success Manager (CSM) will play a crucial role in developing and expanding relationships with our current accounts through strategic activities and programs designed to drive value and success for our customers. As the customer advocate, the CSM will partner cross-functionally within the organization on strategic initiatives, feedback loops, and other projects to ensure that our customers derive maximum value from Sandata's products and services. In this customer-facing role, the CSM will be the primary point of contact for specific Sandata customers, managing a portfolio of clients to ensure a high level of satisfaction with our solutions. The CSM will facilitate the transition from implementation to go-live, supporting clients in their journey towards self-sufficiency. This position is vital for ensuring customer retention and managing customer success and growth by engaging with customers throughout the relationship lifecycle and executing the steps in our standard customer journey. The CSM will develop customer-facing success plans that outline critical success factors, key metrics, potential issues, and enhancement recommendations. They will also foster upstream and downstream customer relationships to establish deeper connections and identify opportunities for customer experience improvement. Organizing, leading, and participating in customer meetings, such as onboarding kick-offs, operational calls, and quarterly reviews, will be essential. Additionally, the CSM will educate clients on self-service tools, the release process, and other client programs to ensure a successful partnership. The role also involves coordinating the escalation of technical support issues with relevant product vendors and becoming certified in Sandata's suite of products to stay updated on new features and enhancements.

Responsibilities

• Serve as the primary point of contact for specific Sandata customers.
• Manage a portfolio of clients to ensure high levels of satisfaction with the solution.
• Facilitate the transition from implementation to go-live and support clients towards self-sufficiency.
• Ensure customer retention and manage customer success and growth throughout the relationship lifecycle.
• Develop customer-facing success plans outlining critical success factors, key metrics, potential issues, and enhancement recommendations.
• Foster upstream and downstream customer relationships to establish deeper connections.
• Identify opportunities for customer experience improvement and engagement across departments.
• Organize, lead, and participate in customer meetings, including onboarding kick-offs and quarterly reviews.
• Educate clients on self-service tools, release processes, and other client programs.
• Coordinate the escalation of technical support issues with relevant product vendors.
• Become certified in Sandata's suite of products and stay updated on new features and enhancements.
• Effectively communicate with peers and all levels of management.
• Facilitate meetings with internal teams and transfer knowledge.

Requirements

• Bachelor's degree in a related field or equivalent work experience.
• 3-5 years of experience as a customer success manager or in a similar customer-facing role (e.g., account management, solution consulting).
• Strong sense of ownership and drive for excellence.
• History of driving successful change and improvement with measurable results.
• Ability to develop strong relationships with stakeholders at peer and executive levels.
• Ability to analyze and problem-solve, breaking down ambiguous problems into concrete components.
• Experience owning retention, churn rate, and organic upsells.
• Ability to identify key champions and potential areas of expansion.
• Self-learner and self-starter, able to become a product expert and customer advocate.
• Demonstrated ability to communicate effectively using both oral and written skills.
• Ability to work well within a cross-functional team environment as well as independently.
• Motivation and ability to achieve CSM industry certification.
• Experience within the healthcare industry, government healthcare programs, managed care organizations, and/or software development.
• Strong business acumen.

Nice-to-haves

• Familiarity with different systems/products (Jira, ZenDesk, Gainsight, DOMO) is a plus.

Benefits

• Medical, dental, and vision coverage
• Flexible Spending Account for health and dependent care
• Health Savings Account
• Company paid Life insurance and STD
• 401(k) Plan
• Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
• Employee Assistance Program
• Tuition reimbursement & paid certification programs
• In-house product training programs
• Catalog of training courses for skills development
• Career Pathing for every department
• Employee Resource Groups (BIPOC, LGBTQ, Women, Military Veterans)
• Paid vacation, sick days, and holidays
• Paid lunch break
• Employee discounts and company perks
• Casual work environment
• Remote work
• Frequent employee events and fun social clubs