Job Description
About The Role
As a Clinical Customer Success Manager, you will be at the heart of fostering meaningful client relationships and driving their success. In this role, you’ll guide clients in adopting and leveraging our solution to achieve their goals, ensuring they unlock its full value. Acting as a trusted advisor, you’ll deliver training, anticipate needs, and address challenges to cultivate satisfaction, retention, and growth. Your efforts will empower clients to thrive while reinforcing their confidence in our solution.
Key Responsibilities
- Trusted Advisor : Be a strategic advisor to your customer providing them with guidance on Sensi’s best practices and their overall operational, marketing, and business strategy. This will include running enablement sessions alone or with other internal team members, and positioning and recommending product features and best practices to accelerate customer’s time to value and growth. Utilize your clinical expertise to collaborate with internal and external teams on the integration of product features and functionality.
- Relationship Management : Build and maintain strong, long-lasting relationships by understanding their business goals and providing strategic guidance.
- Renewal and Expansion: Proactively drive customer growth by monitoring health metrics and key performance indicators, identifying risks and opportunities, and addressing them to maximize customer value and ensure smooth renwals. Collaborate with customers to uncover and accelerate account expansion opportunities while positioning them as Sensi champions within the industry.
- Value Realization : Create compelling case studies and reports showcasing product impact on customer workflows and care and business outcomes. Lead virtual and in-person executive business reviews for customers in your portfolio, including interfacing with executives, champions, and other leaders to align to business objectives and agree to a mutual success plan.
- Onboarding : Onboard new clients and ensure an alignment on goals and objectives. Lead change management for the customer and work with internal teams to ensure a seamless onboarding experience.
- Product Adoption : Complete routine implementation training with customers post software launch. Act as a bridge between the clinical and technical aspects of our AI system by communicating insights, recommendations, and best practices to customers.
- Customer Advocacy : Act as the voice of the customer within the company, providing feedback to the teams to drive continuous improvement
- Cross-Functional Collaboration : Collaborate with sales, support, product, marketing, and operations teams to ensure a cohesive and exceptional customer experience
Requirements:
- Clinical Expert: A minimum of 3 years of clinical experience with at least a Bachelor’s degree in a clinical field (e.g., Nursing, Physical Therapy, Occupational Therapy, Social Work). Experience in the health technology or home care industry is highly desirable.
- Customer Success Professional: Proven experience in Customer Success, Account Management, or a similar client-facing role. You excel at building and maintaining strong relationships with stakeholders across all levels. Proficiency with CRM software (Hubspot, Salesforce) is an advantage.
- Strategic Thinker: A proactive customer-obsessed mindset with strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions to drive customers to success and enhance their experience. Exceptional organizational skills and a talent for navigating complex customer environments.
- Exceptional Communicator: You thrive in dynamic environments, balancing autonomy with collaboration to deliver exceptional customer experiences. Outstanding interpersonal and communication skills, with the ability to articulate complex concepts clearly and effectively to diverse audiences.
- Willingness to Travel: Flexibility to travel up to 25% of the time to support client needs and strengthen relationships in person.
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