Senior Customer Success Manager

How you’ll make an impact:

As a Senior Customer Success Manager on our customer success management (CSM) team, you will serve as a partner to your customers’ post-go live and be responsible for proactively ensuring that we drive continuously increasing value within each customer organization. You will act as a guide to develop an efficient, reliable, and effective financial management process for your customer base. The responsibilities of this role include:

• Account planning: assess how Strata can help customers deliver on their strategic objectives, as it relates to their financial management processes, including:
  • Gaining insight on customer’s strategic priorities and effectively matching them with opportunities related to the sale and retention of both software & services
  • Developing, gaining customer commitment, and managing the customer road map, continuously increasing the value Strata provides to the customer’s organization
  • Collecting insights on the impact of our work and socializing with the customer and internally at Strata
  • Collaborate with Strata’s Account Executive to identify leads
• Renewal management: lead the customer renewal process to ensure customers continue to invest in their relationship with Strata and that we achieve our company retention targets
  • Assess and quantify renewal risks
  • Establish and facilitate risk mitigation strategies in conjunction with Services and Product leadership
  • Negotiate renewal terms in alignment with Strata standards and in support of the customer’s success and Strata ARR growth
• Product & utilization: ensure customers utilize the full functionality of purchased products to the best of their ability
  • Understands and can communicate value proposition for Strata solutions and innovation
  • Facilitating current state analysis through best-in class scorecards
  • Measuring and driving improvement in system adoption & democratization
• Engagement: Ensure customers are informed and engaged via our annual user Summit, surveys, webinars, thought leadership and networking opportunities
• Experience: Serve as “Go-to” resource / owner of account health within Strata and ensure it is easy to do business with us, including quarterbacking the resolution of reoccurring/complex support issues and escalations
• Executive presence: facilitates executive communication internally and externally with escalations, account strategies, and the Strata value proposition
• Operations: Support design of new CSM programs and optimization of current programs

What we’re looking for:

• 5+ years of experience in customer success management, project management or customer services roles
• 7-10 years of experience in healthcare (provider, payor, healthcare IT)
• Strong relationship management and customer service skills
• Self-motivated and enjoy navigating the unexpected scenarios that inevitably arise
• Demonstrated ability to lead & engage with cross-functional teams to solve complex problems
• Salesforce experience a plus
• You’d really wow us if you have:
  • Understanding of Strata’s market and ability to speak to customers regarding the problems being solved by our solutions

Estimated Salary Range: $113,000-130,000

Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.

Find out more about Strata benefits here.  

How we work:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. We are truly a hybrid environment with all team members experiencing the flexibility to work from home. 

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