Senior Customer Succes Manager

hace 2 días

Veracruz, México Nimblr A tiempo completo

About Us Holly AI is an AI-powered platform helping US healthcare providers manage their patients' communication today. An AI-powered front desk agent that automates patient journey workflows —from scheduling to no-show recovery, payment follow-ups, and answering patient inquiries through natural, human-like conversations via Voice, SMS, and Web. Role Overview The Senior Customer Success is responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across their assigned book of business. The CSM plays a critical role in cultivating a best-in-class customer experience, retaining our customers, engaging our new trials, and expanding the usage of our product suite and services. The CSM is responsible for fostering deep relationships with their customers, understanding their business and needs, acting as a customer advocate, and delivering solutions to meet their challenges. Responsibilities Lead and mentor a team of Customer Success Managers supporting clients across the US. Own the customer journey post-sale, from onboarding and training to adoption, expansion (upsell or cross-sell), and renewal. Be accountable for net dollar retention (NDR), churn reduction, and upsell / cross-sell growth across the US customer base. Build and iterate on scalable customer success playbooks, processes, and tools to improve product adoption and engagement. Serve as a strategic partner to key clients—building executive relationships, leading business reviews, and identifying opportunities for deeper value. Act as the voice of the customer internally, partnering with Product, Sales, and Operations to translate feedback into product and service enhancements. Regularly review and analyze account health, usage metrics, feature adoption, and support activity to identify at-risk accounts and implement win-back strategies. Work closely with Sales and Marketing on common initiatives for both new and existing clients. Skills / Requirements Bachelor's degree in Communications, Business, Marketing, Engineering, or a related field. 3+ years of experience in strategic or analytical roles within SaaS, with at least 2+ years leading or mentoring customer-facing teams. Strong project management and prioritization skills—you can balance strategic thinking with hands-on execution. Strong numerical analysis and familiarity with tools like Excel, Google Sheets, or other platforms to derive insights. Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, HubSpot). Ability to engage senior stakeholders and translate business needs into actionable plans. Experience in healthcare or healthtech is a strong plus. Spanish proficiency is a plus, but not required. Benefits Work‑from‑home The chance to be a key player at a scaleup that's growing fast and revolutionizing the healthcare space in the US. An incredible international team of smart and supportive people. Monthly salary range $3K - $4K USD depending on experience. Performance bonuses. How to Apply Work Location: Remote Pay: $50,000 - $70,000 per month #J-18808-Ljbffr

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