Senior Customer Success Manager

What We Do:

Florence Healthcare, Inc. (florencehc.com) software reduces the time it takes to deliver medical cures to those who need them. Our industry-leading software is used to streamline clinical trials at over 10,000 research sites, sponsors, and CROs across 45 countries. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams. 

At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow. 

We are happy to share that we have recently earned spots on the following lists:

• Built In Atlanta Best Midsize Remote Companies to Work For 2023
• Atlanta Journal Constitution - 8th Best Small Workplace in Atlanta in 2022 and received the “New Ideas Award”
• Inc Best Places to Work 2022
• Best & Brightest 2022 Atlanta
• Best & Brightest 2022 USA

What You'll Bring to the Team:

As a Senior Customer Success Manager (CSM) at Florence Healthcare, you'll play a critical role in driving customer satisfaction, engagement, and retention. You will be responsible for fostering long-term relationships with key stakeholders, ensuring they maximize the value of our solutions. Your focus will be on delivering an exceptional customer experience by understanding their needs, addressing challenges, and proactively identifying opportunities to optimize their use of our platform.

You will:

• Customer Relationship Management: Build and maintain strong, trusted relationships with customers, becoming their primary point of contact and advocate within Florence Healthcare.
• Customer Engagement & Retention: Proactively engage with customers to drive product adoption, identify pain points, and deliver tailored solutions that ensure customer success and retention.
• Strategic Account Management: Partner with Account Management, Sales, Implementations, Development, and Product teams to deliver a seamless and value-driven customer experience. Support strategic initiatives to enhance the overall customer journey.
• Customer Health Monitoring: Analyze customer usage patterns, engagement metrics, and health scores to proactively identify risks and opportunities for improvement. Implement action plans to address challenges and optimize outcomes.
• Customer Business Reviews (CBRs): Lead regular business reviews with clients, providing data-driven insights, usage analytics, and strategic recommendations to demonstrate value and drive continued partnership.
• Issue Resolution & Feedback Loop: Serve as a customer advocate by addressing escalations, coordinating with internal teams to resolve complex issues, and ensuring a positive customer experience. Provide feedback to the Product team to drive enhancements and innovations.
• Thought Leadership: Act as a subject matter expert on Florence Healthcare’s products and services. Share industry insights, trends, and best practices with customers to position Florence as a trusted partner.

What You'll Need to Succeed

• Problem-Solving & Critical Thinking: Strong analytical skills with a proven ability to assess complex situations, identify root causes, and implement effective solutions.
• Project Management: Highly organized with the ability to manage multiple priorities and projects simultaneously. Capable of driving initiatives from conception through execution and follow-up.
• Customer-Centric Mindset: A commitment to delivering exceptional “white glove” service with a focus on customer success. Ability to understand customer needs and translate them into actionable strategies.
• Communication & Collaboration: Excellent communication skills, both written and verbal, with the ability to influence and build rapport with customers at all levels. Strong collaborator who thrives in cross-functional team environments.
• Technical Acumen: Comfortable with technology, able to provide insights into product usage, and skilled at leveraging data analytics to inform decisions.
• Adaptability & Initiative: Resourceful, self-motivated, and able to thrive in a fast-paced, ambiguous environment. Eager to take initiative and drive continuous improvement.
• Bachelor's degree or Equivalent experience
• 7+ years of experience working in a healthtech or SAAS environment
• Experience with CRM tools (e.g., Salesfo