Customer Success Manager
The Customer Success Manager (CSM) is accountable for an assigned portfolio of clients and their engagement processes and solution delivery through all phases of on-boarding and implementation. The CSM may also be accountable for project management support of existing accounts or implementation management of new accounts or expansions within current accounts. The CSM serves as a Trusted Advisor to clients by understanding the client’s goals, planning, and controlling delivery, mitigating risks and constraints, and expertly communicating internally and with clients to meet or exceed client requirements. The CSM develops successful client partnerships that result in high client satisfaction, retention, and growth. Through influential leadership in a matrixed environment, the CSM builds and leads diverse high-performing teams across Vatica Health, the client, and vendor partners. The CSM makes significant contributions to client engagement and solution delivery best practices.
Responsibilities
- Serve as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation delivery
- Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents
- Develop and execute detailed on-boarding/implementation plans and communication plans including client metrics of success and risk identification and mit
