Senior Customer Success Manager

Talentworld is currently seeking a Senior Customer Success Manager for our client in Miami, FL.

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

Our client is well-funded by international private equity. We have a market opportunity that is rare in its scale, recession resilient and powered by a strong business model with an impressive leadership team.

Trusted by a growing community of healthcare professionals across North America, our product delivers the only cloud-based SaaS solution for private healthcare practices integrating advanced clinic workflow management tools, electronic medical records (EMR), accounting, data analytics, digital advertising, lead generation and much more.

In this hybrid role as the Senior Customer Success Manager, you will be tasked with maintaining a high-performance culture within the Customer Management team, while overseeing the day-to-day operational maintenance of the Miami office, ensuring a comfortable and well-maintained workspace for all employees.

Please note this role is full-time, based in the Miami, FL offices.

Key Responsibilities

Senior Customer Success Manager

• Supervise daily tasks and functional duties of Customer Success Managers (CSMs), providing timely guidance and support.
• Develop and execute a comprehensive strategy to enhance customer satisfaction, retention, and expansion.
• Lead strategic communications with key client accounts, serving as the primary contact.
• Provide monthly reports on account performance, analytics, recommendations, and opportunities to achieve goals and KPIs.
• Direct digital marketing efforts for a portfolio in the SMB B2C sector, particularly focusing on aesthetic medical practices, collaborating with clients to devise and implement digital marketing strategies.
• Educate and motivate clients with best practices, innovative problem-solving approaches, and empathetic guidance, acting as a trusted advisor and advocate.

General Manager, Miami Head Office

• Cultivate a positive relationship with the Miami office landlord, ensuring transparent communication.
• Establish operational standards for all staff, lead social events, and oversee recruitment in Miami.
• Collaborate with the Mississauga Office Manager to align operational strategies and share best practices.
• Coordinate with the company's Event Manager for on-site events, managing operational requirements to ensure flawless execution.

Qualifications

• Bachelor’s Degree in Business, Marketing, or related field.
• 2+ years managing and scaling a client-facing team.
• 3+ years in customer success / account management at a SaaS tech firm.
• 1+ year of Digital Paid Ads Marketing experience.
• Experience onboarding individuals / organizations to complex products involving change management.
• Skilled in C-Suite and Executive-Level engagement and communications.
• Exposure to relevant industries like private healthcare or medical aesthetics is a plus, with understanding of private healthcare operations.
• Strong time management, communication, and organizational skills.
• Enthusiastic, self-motivated, innovative, and consistently meets client expectations in a timely manner.

Benefits

• Salary starts at $90,000.00 per year, plus $10,000 retention Bonus after 6 months and 15% Annual Bonus
• 15 days’ vacation per year to rest, recharge and enjoy
• Extended health care
• Dental care
• Onsite fitness facilities and personal training classes
• Team socials
• Bonus compensation
• Company events (social hours, team events)

Interested in the Senior Customer Success Manager role?

Apply now! And you could have a job tomorrow!

Accommodations are available upon request to support your participation during all stages of the recruitment process.

TWONPERM

J-18808-Ljbffr