Manager, Customer Success

The Manager of Customer Success will be responsible for leading a team of Technical Leads in building strong relationships with PerfectServe customers. The main goal of this role is to ensure customer success and maximize the utilization of PerfectServe applications. The ideal candidate should have experience in customer success management, people management, and achieving client retention and revenue goals. Strong leadership, communication, and technical troubleshooting skills are essential for this position. Experience in healthcare, process change, and familiarity with PerfectServe applications are beneficial qualifications.

• Hiring, developing, coaching, and leading a team of Technical Leads (TLs)
• Building long-lasting relationships with PerfectServe customers
• Delivering predictable outcomes of success for customers
• Proactively engaging with customers to help them utilize PerfectServe applications to their full potential
• Supporting SaaS applications in a customer success management/leadership role
• Managing and coaching a team of people
• Meeting client retention and revenue goals
• Leading cross-functional teams and aligning them towards common goals
• Troubleshooting technical issues
• Planning and organizing tasks effectively
• Operating at an aggressive and accelerated pace in a dynamic environment
• Communicating and influencing effectively at all levels of the organization
• Seeking out new areas for improvement
• Being self-motivated and driven
• Having strong skills in Microsoft Office suite (Excel, PPT, Word)
• Experience working with physicians and/or hospitals (beneficial)
• Experience driving process change in complicated environments (beneficial)
• Experience with PerfectServe applications (beneficial)

• 2+ years of experience in a customer success management/leadership role supporting SaaS applications
• 2+ years of people management, with substantial experience in coaching and performance management
• Track record of reliably delivering against client retention and revenue goals
• Cross-functional team leadership, influence, management, and alignment experience
• Strong technical troubleshooting, planning, and organizational skills
• Comfort with and ability to operate at an aggressive, accelerated, iterative pace in a dynamic environment
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization
• Intuitive and pioneering- Seek out new areas for improvement
• Self-motivated and driven
• Strong office suite (Excel, PPT, Word) skills
• Experience working with physicians and/or hospitals (Beneficial)
• Experience driving process change in complicated environments (Beneficial)
• Experience with PerfectServe applications (Beneficial)
• Knowledge of (No specific requirements mentioned)

• Competitive salary and compensation package
• Cross-functional team leadership and management experience
• Strong technical troubleshooting and organizational skills
• Fast-paced and dynamic work environment
• Effective communication and influencing skills
• Opportunity for improvement and innovation
• Self-motivated and driven work culture
• Proficiency in Microsoft Office suite (Excel, PPT, Word)
• Experience working with physicians and/or hospitals (beneficial qualification)
• Experience driving process change in complicated environments (beneficial qualification)
• Knowledge of PerfectServe applications (beneficial qualification)
• Knowledge of Salesforce (beneficial qualification)
• Coaching, development, and motivation of a team of Technical Leads
• Trusted advisor and point of escalation for customer issues
• Understanding customer objectives and delivering on technical configuration needs
• Program development for tier-3 support engineering
• Key stakeholder in application incident management process
• Documentation and implementation of changes to Customer Success operations
• Monitoring critical metrics related to retention, renewals, SLA, and OKR success
• Partnership with Support Center on customer escalations and resource sharing