Senior Customer Success Manager
| Company | HiLabs |
|---|---|
| Location | Bethesda, MD, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 5–8+ years of experience in customer success, account management, or consulting, preferably in SaaS or healthcare tech.
- Experience working with healthcare data, payers, or providers is strongly preferred.
- Proven track record of managing enterprise accounts and navigating complex customer organizations.
- Strong project management skills and ability to manage multiple priorities effectively.
- Excellent communication, interpersonal, and negotiation skills.
- Technical aptitude with the ability to grasp and explain data-centric and AI-driven solutions.
- Bachelor’s degree required; MBA or related advanced degree is a plus.
Responsibilities
- Build and maintain strong, trusted relationships with senior stakeholders across assigned customer accounts.
- Drive customer engagement, usage, and adoption of HiLabs’ platforms to ensure value realization and ROI.
- Lead account planning and quarterly business reviews (QBRs) to track progress against KPIs and expand relationships.
- Work closely with Sales, Product, Engineering, and Support teams to align internal efforts with customer needs.
- Identify success stories and promote customer advocacy through testimonials, case studies, and references.
- Own customer renewal strategy and identify upsell/cross-sell opportunities in partnership with Sales.
- Proactively identify potential roadblocks and collaborate with internal teams to resolve issues efficiently.
Preferred Qualifications
- MBA or related advanced degree is a plus.