Customer Success Manager-Northeast

Job Description 

POSITION SUMMARY  

The Customer Success Manager is tasked with leading proactive customer engagements, fostering exceptional customer lifetime value, and driving positive outcomes in customer health, retention, and advocacy within their territory. This territory-based role requires the CSM to act as a trusted advisor, conducting regular cadence calls, customer onsite visits, annual business reviews, and tailored customer success plans.  Their knowledge of the company's applications, resources, and tools, combined with their expertise in clinical and business domains, enables them to surpass key performance metrics in customer health, retention, and growth. 

The Customer Success Manager is responsible for securing customer renewals, supporting customer orders (non-subscription), and raising CS qualified opportunities for subscription expansion.  The ideal candidate will be highly analytical, data-driven, decisive, organized, disciplined, collaborative, strategic, practical, creative, and innovative. Strong problem-solving skills, adaptability, and the ability to multi-task are a must.   

PRIMARY RESPONSIBILITIES –  

• Become the strategic partner for your assigned clients, addressing their goals and recommending proven best practices that maximize their desired outcomes. 

• Regularly review and provide customer health data to identify trends and opportunities and actively address and avoid risks. 

• Provide internal communications regarding customer’s configuration, usage information, satisfaction of the system. 

• Establish and conduct proactive recurring cadence calls with customers that accelerate the adoption of best practice solutions aligned with customer goals and objectives. 

• As the account quarterback, establish and supervise the customer’s adoption, sustainment, and optimal utilization of Censis’s products and services to continually drive incremental value.  Guide the customer to the appropriate internal Censis resources available. 

• Schedule proactive on-site visits with customers to foster relationships and better understand each customer’s unique environment. 

• Create and conduct annual Business Reviews with customer leadership teams to drive impactful partnership discussions, align on their vision for continuous improvement, understand key business challenges, and deliver value messaging. 

• Execute contract renewal management workflows, working with our internal teams and external customers to ensure timely renewals.  

• Build and maintain clinical and technical knowledge expertise.  Knowledgeable about the workflow solutions and benefits of Censis applications. 

• Actively support funnel growth by generating qualified CS leads based on customer evidence.  

• Actively update required CRM systems and follow cross-functional standard workflows. 

• Be a client advocate, while keeping Censis values and initiatives in mind.  

REQUIREMENTS/QUALIFICATIONS  

• 3 years or relevant experience in Sterile Processing Lead or Educator roles, ideally with Censitrac super-user experience. 

• Bachelor’s degree or equivalent work experience required. 

• CCSVP or higher certification, or able to attain in the first 6 months in role. 

• Experience with interacting with stakeholders in the sterilization, hospital hygiene or operating room fields. 

• Ability to diagnose complex issues, comprehend the full breadth of services, blend them into practical solutions that meet our clients’ needs, and articulate them across multiple disciplines   

• Excellent organizational skills, a high degree of adaptability and the ability to anticipate and respond to changing priorities. 

• Strong communication skills (oral and written) and the ability to use them at several organizational levels. Solid presentation, communications and influencing skills, demonstrated through all forms of communication. 

• Strong analytical, commercial and digital literacy such as Excel, Sharepoint, Oracle, Salesforce.com, and CRM tools 

• Available to travel approximately 30% of the time