Customer Success Manager

Job Summary

Play a pivotal role in aiding the sales force and in driving strategy and value within our Prime Vendor customers - act as both an advocate for Medline and a champion of the organization's objectives, serving as the bridge between the field and our internal teams.
Ensure customers and Medline achieve desired outcomes within strategic partnerships while maximizing retention and identifying opportunities for growth and value.
Support and manage the post-sale customer lifecycle (on-going assistance, customer renewals, product improvements, up- and cross-selling) to maintain customer loyalty and customer satisfaction.
Position focus is on Customer Retention and Renewal Management measured by Customer Retention Rate and account growth and expansion.

Job Description

MAJOR RESPONSIBILITIES

Expansion & Revenue Growth

• Identify and pursue upselling and cross-selling opportunities while aligning new solutions with evolving customer needs. 

• Accountable for client renewal and retention results through reporting and metric management and standing calls with internal and external stakeholders.

Contract Understanding & Compliance

• Interpret and understand contract terms and obligations from both customer and company perspectives.

• Track key dates, deliverables, renewal terms, service levels (SLAs), and usage thresholds to ensure compliance.

• Communicate proactively with internal stakeholders and field team regarding contract obligations, milestones, and changes.

• Partner with Legal, Finance, and Operations to support contract adherence, billing accuracy, and revenue recognition.

Customer Engagement

• Facilitate the strategy and preparation for customer engagements such as quarterly business reviews, corporate trips, branch tours.

• Keep the sales team accountable to company obligations while providing project management oversight to preparation and execution.

• Apply in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and expertise needed to drive and increase adoption and utilization of company products/services.

Data-Driven Insights & Performance Monitoring

• Monitor and assess customer performance against agreed metrics, ensuring alignment with commitments and business objectives.

• Leverage analytics and customer data to track engagement, satisfaction, and usage metrics, proactively identifying risks and opportunities.

• Partner with sales team to review performance metrics and identify gaps and corrective action measures.

Data Reporting

• Generate detailed reports on customer activity, retention rates, and overall satisfaction.

• Provide updates to field leadership and internal stakeholders highlighting customer activity, including detailed information about interactions with customers and the steps taken to resolve customer issues.

Collaboration with Internal Teams

• Act as a liaison between sales, support, and customers to ensure seamless communication and cohesive client experience.

• May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.

Continuous Improvement

• Contribute to the refinement of customer success processes, engagement models, and best practices based on feedback and performance data.

Customer Success Stories

• Collaborate with marketing to identify, develop, and promote customer success stories and case studies.

This is a high-level individual contributor role - management responsibilities limited to leading day-to-day activities and outcomes of a group of employees.  May be involved in hiring staff, recommending pay increases, performing performance reviews, training and development of staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.

MINIMUM JOB REQUIREMENTS

• Bachelor’s degree in Business, Marketing, or a related field.

• ​At least 7 years’ overall professional experience in customer success, account management and/or a similar client-facing role.

• Results-oriented with a passion for customer advocacy and business growth.

• Position requires a specialized skill set to conduct highly complex work with full autonomy and extensive latitude for independent judgment.

• Demonstrated ability to manage multiple priorities, deliver on targe