Senior Customer Success Manager - Remote

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Senior Customer Success Manager – ARIA & Eclipse SME

This Senior Customer Success Manager role serves as a key member of the DO Customer Success team and functions as the team’s primary expert in ARIA and Eclipse. This role is responsible for ensuring customers achieve and recognize measurable value from their use of our software solutions by driving improved usage, adoption, and integration into both clinical and administrative workflows.

In addition to managing a portfolio of assigned customers, this role acts as an internal product leader—supporting, mentoring, and developing other Customer Success Managers to build and maintain proficiency in ARIA and Eclipse. The individual in this role is a trusted advisor to customers and a go‑to resource for the Customer Success organization.

Key Responsibilities

Customer Value & Adoption

• Serve as the primary Customer Success Manager for a defined set of customers, developing strong, trusted relationships and acting as the main point of contact for ongoing success.
• Demonstrate the ability to articulate best practices in workflow design and product usage, and effectively share that knowledge with both customers and Customer Success team members
• Ensure customers are realizing value from all DO software product lines through effective adoption and optimized use within clinical and administrative workflows.
• Understand customer goals, workflows, and operational challenges, and align software usage to support measurable outcomes.
• Proactively identify adoption gaps, usage risks, and opportunities for workflow optimization, and work with customers to address them.
• Partner with internal teams—including project management, onboarding, professional services, product management, and support—to resolve issues, escalate risks, and improve the overall customer experience.
• Translate customer feedback and real‑world workflow insights into actionable input for product and internal stakeholders.

ARIA & Eclipse Subject Matter Expertise & Knowledge Sharing

• Serve as the Customer Success team’s primary expert for ARIA and Eclipse, maintaining a deep understanding of product functionality, workflows, and roadmap direction.
• Provide advanced guidance to customers on best practices for using ARIA and Eclipse across clinical and administrative use cases.
• Act as a mentor and resource for other Customer Success Managers, helping them develop and maintain proficiency in ARIA and Eclipse.
• Support onboarding and ongoing training of Customer Success team members related to ARIA and Eclipse workflows, use cases, and value positioning.
• Develop and contribute to enablement materials, best practices, and reusable guidance to support consistent, high‑quality customer engagements.
• Serve as a point of escalation for complex ARIA and Eclipse‑related customer scenarios within the Customer Success team.

Cross‑Functional Collaboration

• Work closely with internal partners to ensure alignment between customer needs, product capabilities, and service delivery
• Share insights from customer engagements to help improve product adoption strategies, enablement approaches, and overall Customer Success practices.
• Support continuous improvement efforts across Customer Success by contributing expertise and lessons learned.
• Demonstrates a strong commitment to being a collaborative, respectful, and dependable team member – mirroring the integration within our growing portfolio.
• Works effectively with colleagues across the Customer Success team and broader organization, even when perspectives or approaches differ.
• Engages in healthy, professional disagreement with the goal of reaching the best outcome for customers and the team, not “winning” an argument.
• Makes a consistent effort to build positive working relationships, communicate openly, and support team alignment.

Required Qualifications

• Experience in a Customer Success, clinical applications, or related customer‑facing role supporting enterprise or SaaS solutions.
• Strong working knowledge of ARIA and Eclipse, including how they are used within clinical and administrative workflows.
• Demonstrated ability to drive software adoption, workflow optimization, and customer value realization.
• Strong communication and interpersonal skills, with the abili