Customer Success Manager, Hospital & Health Systems

Boston, MA /
Revenue – Customer Success /
Full-time
PatientPing is a Boston-based care collaboration platform that reduces the cost of healthcare and improves patient outcomes by seamlessly connecting providers to coordinate patient care. The platform enables providers to collaborate on shared patients through a comprehensive suite of solutions and allows provider organizations, health plans, governments, individuals and the organizations supporting them to leverage this real-time data to reach their shared goals of improving the efficiency of our healthcare system.

Location: Boston or Remote

Job Description
PatientPing is looking for an experienced customer success manager (CSM) to join our growing Customer Success team. The CSM will work primarily with our hospital and health system customers and be responsible for managing key stakeholder relationships, evaluating adoption and engagement, and ensuring retention across their customer portfolio. Key responsibilities will include, but are not limited to:
 
●Building strategic partnerships with key customer stakeholders by being a trusted partner and subject matter expert
●Demonstrating value and ROI of the PatientPing tools and services through check-ins and business reviews
●Analyzing trends in engagement and outcomes data, alongside industry and regulatory changes, to ensure your customers’ long-term success with PatientPing
●Identifying opportunities to deepen customer relationship across customer lifecycle
●Collaborating with other customer- and user-facing teams, as needed
 
What Success Looks Like
Success in 3-6 months...
●Learn PatientPing products, customer segments, and industry trends
●Master key customer use cases and best practices, as well as buyer motivation
●Learn PatientPing’s commercial strategy and business priorities
●Lead strategic business reviews with customers independently
●Grow relationships with Sales and Solutions counterparts
 
In 12 months...
●Deliver customer roadmap for key hospital and health system customers
●Ensure alignment between customers’ roadmaps and company goals
●Be a go-to subject matter expert on industry and regulatory issues
●Represent the voice of the customer and guide product and services decisions
●Meet quarterly and annual retention goals and KPIs
 
What You Need:
A candidate with an interest in healthcare and technology and demonstrated ability to learn quickly.
●2-4 years of experience in B2B SaaS account management or customer success
●Healthcare experience required; hospital and health system background preferred
●Proven ability to build and maintain executive-level relationships
●Strong organizational and project management skills
●Excellent verbal and written communication skills
●Curiosity and openness and willingness to learn quickly
●Dependable and able to work independently
●Advanced understanding of Microsoft Word, Excel, and PowerPoint
PatientPing is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.