Customer Success Manager, Central Territory

How you’ll make an impact: 

As a 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 

• 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: 

• 3-5 years of experience in customer success management, project management or customer services roles 

• 5-7 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 

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. 

Thinking about applying?