Senior Customer Success Manager

Role Overview 

The Senior Customer Success Manager (Senior CSM) is a strategic, customer-facing leader responsible for driving long-term value, retention, and expansion across a portfolio of complex, high-value customers. This role combines deep product and industry knowledge with advanced data analysis, financial acumen, and executive-level communication. 

The Senior CSM serves as a trusted advisor to customer executives, proactively identifies risks and opportunities, leads cross-functional initiatives, and influences outcomes that directly impact revenue, adoption, and customer outcomes. This role requires strong ownership, sound judgment, and the ability to manage ambiguity while driving measurable results. 

Key Responsibilities 

Strategic Account Leadership 

• Own the end-to-end success of a strategic book of business, including retention, expansion, and long-term customer outcomes.
• Develop and execute multi-quarter success plans aligned to customer businessobjectives, clinical outcomes, and financial goals.
• Drive long-term strategic initiatives with customers, translating vision into actionable roadmaps and measurable success metrics.
• Act as a trusted advisor to executive stakeholders, influencing decision-making and guiding customers through change.

Customer & Product Data Analysis 

• Analyze customer usage, adoption, and performance data toidentifytrends, risks, and opportunities.
• Interpret complex product and customer data to drive recommendations that improve adoption, operational efficiency, and outcomes.
• Leverage insights to inform strategy and proactive engagement.
• Use data to tell compelling stories that drive alignment and action with customers and internal teams.

Product Adoption & Expansion 

• Drive deep and sustained adoption of core and advanced platform capabilities, including EMR, CRM, RCM,KCOM, andKIPsolutions.
• Identifyand qualify expansion opportunities through discovery, usage analysis, and business case development.
• Partner with Sales and Account Management to position, scope, and support upsell and cross-sell opportunities.
• Ensure customers realize measurable value from new features, workflows, and product enhancements.

Financial Acumen & Commercial Ownership 

• Demonstrate strong financial acumen, including understanding customer economics, ARR, renewals, and payment terms.
• Prioritize efforts based on revenue impact, customer health, and strategic importance.
• Contribute to forecasting and retention planning with accuracy and accountability.

Issue Resolution & Escalation Management 

• Lead complex investigations into customer issues,identifyingroot causes across product, process, and people.
• Own and drive resolution of high-impact issues and escalations, ensuringtimelycommunication and stakeholder alignment.
• De-escalatedifficult situationswith empathy, professionalism, and confidence.
• Partner cross-functionallywith Support, Product, Engineering, and Operations to resolve systemic issues and prevent recurrence.

Communication & Stakeholder Management 

• Lead and structure executive-level conversations, including QBRs, strategic reviews, and risk discussions.
• Conduct effective discovery by asking probing, consultative questions that uncover true customer needs and challenges.
• Explain complex technical, operational, and compliance concepts clearly to both technical and non-technical audiences.
• Communicate cross-functionally to advocate for customers while balancing company priorities.
• Deliver clear, concise, and professional written and verbal communication at all levels.

Relationship Building & Customer Advocacy 

• Build strong, trusted relationships with customer champions, decision-makers, and executive sponsors.
• Demonstrate empathy and emotional intelligence in all customer interactions.
• Serve as the internal voice of the customer, influencing product direction and process improvements.
• Foster long-term partnerships that position the company as a strategic ally, not just a vendor.

Qualifications 

• 5–8+ years of experience in Customer Success, Account Management, or a related customer-facing role within SaaS
• Proven success managing strategic or enterprise-level accounts
• Demonstrated ability to drive retention, expansion, and customer outcomes
• Strong analytical, financial, and business acumen
• Experience working cross-functionally with Sales, Product, Support, and Engineering
• Bachelor’s degree or equivalent experiencerequired
• Strong understanding of behavioral health / SUD workflows, regulations, and business driversis preferred

What Success Looks Like 

• High retention and expansion within a strategic book of business
• Strong executive relationships and customer advocacy
• Proactive risk identification and resolution
• Measurable improvements in adoption, outcomes, and customer satisfaction
• Trusted leadership internally and externally