.Description:A customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers' productivity. The goal is to create a SaaS product from the ground up in a public cloud framework.Requirements:2 years + experience in Customer Success Management5+ years Customer Success/Support/Services/Account Management experience, working with SaaS solutions or in technology environmentExperienced with Salesforce, GainsightSelf-starter with a high degree of ownership and a proven track record of driving customer successAbility to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution; and identification of technical escalation pointsExcellent problem-solving skills and ability to quickly navigate challenging situationsExcellent organizational skills including the ability to prioritize and multi-task activities across many customers or cross-deptsOutstanding listening and collaboration skills to bring key initiatives that solve customer requirements to fruitionExcellent communicator (presentation, written, and verbal) and demonstrated professionalismExperience initiating data driven initiativesPassion for customer perspective and successJob Responsibilities:Job SummaryAs the Manager of Customer Success, you'll be responsible for ensuring a team of cross-functional Customer Success members drives service level excellence of our customer, resulting in excellent customer satisfaction, deployment, utilization, and ultimately, increasing the lifetime customer value of your assigned customer base. You will work with other CS leaders to support and continuously evolve our digital customer success objectives, strategy, and tactics so that we can scale successfully and deliver on excellent customer experiences.Duties and ResponsibilitiesResponsible for maintaining and growing ARR of teams assigned accountsManage the daily activities of the team by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed.Research, analyze, and report on data across the CS organization to help drive program prioritiesRecruit and develop a high-performing pooled customer-facing teamServe as a hands-on leader and lead by example to inspire the team to reach for excellenceManage escalations and mitigate risk around customer retention and satisfactionMeet or exceed metrics that measure customer health, happiness, and customer retention and drive alignment cross-functionallyRecommend, design, and implement digital programs to optimize the 1: many customers coverage approach using existing tools and systems (I.E