Senior Customer Success Manager, Nashville

Job description

Job O verview : As a Senior Customer Success Manager, you will lead the strategic health and growth of high-value customers, bridging the gap between executive strategy and tactical execution. You will own the entire customer lifecycle—from seamless sales-to-service hand-offs and onboarding to delivering high-impact Quarterly Business Reviews for C-suite stakeholders. By acting as a primary internal advocate, you will collaborate with R&D and Product Support teams to resolve technical escalations and ensure platform functionality aligns with clinical and financial goals. We are looking for an assertive professional who thrives in fast-paced environments and has the ability to translate complex data into actionable strategies that optimize outcomes within our customer’s ecosystem. Responsibilities and Duties: Strategic Relationship Management : Serve as the primary point of contact for a portfolio of enterprise customers, building trust-based relationships with stakeholders from operational users to C-suite leadership to ensure measurable value, retention, and revenue growth. Executive Storytelling & Reporting : Design and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex usage metrics into actionable narratives, ensuring findhelp’s impact aligns with the customer’s clinical and financial objectives. Customer Lifecycle : Own the entire customer lifecycle, partnering with Sales and Implementation teams to translate initial discovery goals into a structured, value-driven success plan Continuous Product Adoption & Mobilization : Proactively drive usage growth by identifying new user groups, conducting staff training, and providing "best practice" blueprints to ensure deep integration of the findhelp tool suite. Data-Driven Strategy & AI Innovation : Utilize Vitally, HubSpot, and generative AI to monitor account health and identify risks. Leverage familiarity with healthcare ecosystems (e.g., Availity) to optimize interoperability and streamline workflows. Internal Advocacy & Escalation Management : Act as the "Voice of the Customer" by synthesizing client feedback to influence the product roadmap and navigating technical escalations to maintain project momentum and trust. Metric-Driven Success: Closely monitor usage metrics and data trends to proactively address deployment hurdles and mitigate risks before they impact the user experience. Qualifications: 7+ years of experience in Enterprise Customer Success, Account Management, or Strategic Consulting, with a proven track record of managing a high-revenue portfolio (e.g., $2M+ ARR). Healthcare Industry Expertise (Strongly Preferred) : Deep understanding of healthcare ecosystems, including experience working with health plans, hospital systems, or community-based organizations. Familiarity with interoperability tools (e.g., Availity) Executive Presence & Storytelling : Demonstrated ability to build trust-based relationships with C-suite leadership and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex data into compelling narratives. Advanced Data & AI Proficiency : Expert-level command of Customer Success platforms (Vitally), CRM tools (HubSpot), and the use of Generative AI to automate workflows, monitor account health, and predict churn risks. Lifecycle Mastery : Extensive experience owning the "Sales-to-Service" hand-off and the end-to-end implementation lifecycle for complex, multi-stakeholder enterprise clients. Technical Advocacy : Proven ability to navigate the bridge between business and product; skilled at synthesizing client feedback into actionable product requirements and managing technical escalations with engineering teams. Strategic Problem Solve r: An assertive self-starter who thrives in fast-paced, ambiguous environments and is motivated by a mission to improve social determinants of health (SDoH). Analytical Mindset : Strong ability to monitor and interpret usage metrics to proactively address deployment hurdles and optimize user adoption blueprints. We value being together : We believe being together enables stronger relationships, collaboration, and culture. This position requires 5 days in-office, and candidates must be located in Nashville, TN. Perks at Findhelp 401k & equity grants Free food and onsite gym at our Austin HQ Paid parental leave Competitive PTO & 10 paid holidays Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage Dog-friendly office in Austin HQ 24/7 access to telemedicine and counseling Book Purchasing Program We’re building a diverse, inclusive team You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities. Here are some of the ways we support our staff: Culture Committee Leadership Development Training Paid Volunteering Time We’re changing the way people connect to social care. At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers. Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010. As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.