Customer Success Manager At Ilara Health

Job Summary
ILARA Health is looking for a Customer Success Manager to manage our portfolio of medical facilities clients. From post-sale onboarding to renewal, you will engage with the customer at every point of their journey. You will work closely with the Director of Customer Experience and fellow Customer Success Managers (CSMs) to ensure retention and growth of our largest accounts.
What we are looking for:
You have managed a small to medium size medical facility
You have a proven track record of ensuring customer success (adoption, renewals, upsell)
You have managed high-growth accounts
You are empathetic and customer-centered, ensuring the customer comes first
You take initiative and are well organized
You are able to identify where process needs improvement and can create process where needed
You understand when to escalate customer-facing issues to other teams
You have strong written and verbal communication skills

Responsibilities
Closely manage an expanding portfolio of medical facilities
Be responsible for the ultimate success of ILARA Health customers, including onboarding, implementation, and renewal
Work closely with medical facilities to establish clear goals and milestones in terms of utilization of the medical devices, that you and the customer will be working towards
Ensure customer loyalty by nurturing long-term partnerships
Synthesize customer feedback and work with internal teams to respond to customer needs