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Customer Success Manager

H-ART

Bozeman, MT

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JOB DETAILS
SKILLS
Alliance/Partner Management, Cross-Functional, Customer Relations, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Support/Service, Data Migration, Executive Relationships, Health Information Technology, Healthcare, Interoperability, Matrix Management, Medical Record System, Partner Sales, Performance Metrics, Reporting Dashboards, Return on Investment (ROI), Risk, Salesforce.com, Scorecarding, Statement of Work (SOW), Strategic Accounts, System Operations, Up-Selling, User Groups, Willing to Travel
LOCATION
Bozeman, MT
POSTED
Today
Hart CSM Position Overview:

As a Customer Success Manager, you serve as the "Guardian" of our client relationships. You are the trusted go-to person responsible for ensuring long-term loyalty, safeguarding the client's return on investment, and fostering a "fan base" of healthcare IT leaders. You will manage a portfolio of complex, high-revenue strategic accounts, guiding them from post-implementation through the life of their relationship with Hart.

In this role you will:
  • Serve as the permanent, trusted advocate for assigned accounts, managing all touch-points, executive communication, and relationship health.
  • Execute customized touch-point plans (including bi-weekly calls and site visits) based on account tier (Premier, Growth, or Core).
  • Proactively identify and document upsell opportunities, version upgrades, and expansion needs within the Salesforce CRM to support Hart's revenue goals.
  • Partner with the Sales team to ensure a seamless transition from "Go-Live" to long-term guardianship and assist with SOW development and reference call scheduling.
  • Lead client participation in value-add activities like The Hart Cove, User Group Roundtables, and on-site Lunch & Learns.
  • Maintain account status via dashboards and/or scorecards to monitor health, sentiment, and risk factors.
Key Performance Indicators (KPIs)
  • Referenceability: 25% of our customer base is referenceable
  • Client Retention: Maintain a 95% client retention rate.
  • Net Promoter Score (NPS): Achieve a 20+ rating.
  • Revenue Support: Successfully secure annual renewals and identify upsell opportunities.
  • Strategic Partnerships: Conduct on-site visits every six months for Premier accounts to solidify executive ties and ensure harmony with their long-term objectives.
Requirements
  • 5+ years of relevant experience including Customer Success or related roles, including ownership of complex or enterprise customers.
  • Capacity to understand EHR migration, data streaming platforms, and interoperability.
  • Strong relationship builder who is able to connect and build trust with a diverse set of internal and external stakeholders
  • Track record of providing consultative and proactive support to customers
  • Consistently meet or exceed internal performance metrics
  • Understanding of how healthcare systems operate, including the challenges of navigating large, matrixed organizations
  • Empathetic, positive attitude with a desire to help our customers reach their business goals
  • Ability to quickly grasp and succinctly explain technological and business concepts
  • Demonstrates comfort with cross-functional collaboration with business and technical stakeholders
  • Ability to manage a portfolio ratio of approximately 20-25 clients.
  • This role will require 25% travel within the US

About the Company

H

H-ART