Customer Success Manager – Mid Market

TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.

TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate. 

As a Mid-Market Customer Success Manager, you will own the post-sale relationship with mid-sized healthcare clients, serving as a strategic partner and trusted advisor. Your focus will be on driving retention, adoption, expansion, and customer advocacy while contributing directly to gross and net retention goals. By understanding each client’s unique business objectives and success metrics, you’ll help them realize meaningful value from TigerConnect’s Communication and Collaboration Platform—optimizing clinical workflows and improving outcomes through ongoing partnership and engagement.

What You’ll Be Doing: 

• Serve as a trusted advisor to mid-market healthcare accounts, building relationships with clinical leaders, IT teams, and administrators.

• Lead regular check-ins and Business Value Reviews (BVRs) to assess progress toward customer goals and success plan milestones.

• Develop tailored success plans with clear, measurable objectives to drive adoption and maximize ROI.

• Proactively analyze customer usage data to identify underutilized features and recommend solutions that improve workflows and outcomes.

• Introduce customers to new product capabilities and guide them in adopting advanced features to increase platform value.

• Act as the customer’s advocate internally, partnering with Product, Support, and Engineering teams to resolve challenges and share feedback.

• Maintain deep knowledge of compliance standards, including HIPAA, and educate customers on secure communication best practices.

• Identify upsell and cross-sell opportunities aligned with customer goals in partnership with Sales.

• Collaborate with Implementation and Professional Services teams to ensure seamless onboarding and user training.

• Drive customer advocacy by encouraging participation in case studies, testimonials, and marketing initiatives.

• Share customer insights to influence product roadmap and marketing strategy.

• Track and achieve key performance metrics, including NPS, renewal rates, customer health scores, and adoption rates.

What You Bring: 

• Bachelor's degree in healthcare, business, marketing, or a related field

• 5+ years of experience in client success management or a related field, with a focus on B2B SaaS industry, healthcare or healthcare tech experience is required

• Healthcare Expertise: Familiarity with clinical workflows, IT environments, and regulatory compliance in healthcare.

• Technical Acumen: Proficiency with SaaS platforms, data analytics, and integrations (e.g., EHRs).

• Strong customer relationship management skills, with the ability to build trust and rapport with clients and to build long-term partnerships that drive value.

• Experience developing and implementing client success strategies that align with business goals and objectives

• Excel