Lead, Customer Success Manager

What You’ll Bring To The Team:

As the Lead for the Customer Success Management team you will help promote retention of customers and contribute to their positive experience with Florence. You will supervise the Customer Success managers, Training Consultants, and Product Liaison (collectively Customer Success Management team) and work directly with the Sr, Manager of Customer Success to set programmatic goals and key performance indicators (KPIs).  You will also work directly with customers  to help solve their problems and ensure their satisfaction throughout their customer lifecycle. You will focus on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and helping drive value across their organization.

• Serve as a people manager and leader for the Customer Success Management team 
• Serve as a leadership point of contact for customer inquiries and escalations
• Partner with the Product, Development and Quality Assurance teams to resolve escalated issues and identify how to improve the Florence experience
• Develop a trusted and strategic advisor relationship with internal and external stakeholders
• Work with leadership to ensure that critical issues are documented and escalated in an expeditious manner for resolution 
• Leverage cross-functional business and technical teams to provide timely issue resolution
• Collaborate with Florence team members in Account Management, Sales, Implementations, Development, and Product to provide value add services to our customers 
• Actively measure, monitor, and ensure the health of the assigned client base 
• Assist in developing new programs to ensure success and adoption of our customers
• Drive customer value through engagement and retention strategies
• Assist in creating training courses and educational materials as needed  

An Ideal Candidate Is/Has:

• 5+ years of experience working in a healthcare or SaaS environment
• 1+ years team lead experience
• Bachelor’s degree
• Well equipped with proven critical thinking and problem-solving skills, including balancing multiple priorities and addressing team and/or prioritization conflicts
• Able to assess a situation, identify next steps, implement an action plan and hold others accountable to deliverables and deadlines
• Able to work independently and be resourceful when confronted with ambiguity
• Able to analyze problems, find root causes and propose solutions
• Able to guide users to solutions
• A team player able to interact with other departments
• Exceptional ability to communicate and foster positive business relationships
• Well-versed on the technical side of products and can offer insight and tips on how to use features  
• Excellent knowledge of change management principles
• Outstanding leadership and organizational skills
• Excellent communication skills
• Excellent problem-solving ability
• Experienced in the field of clinical research