Senior Customer Success Manager – Homecare Domain

Job Description:

AutomationEdge is seeking an experienced and driven Senior Customer Success Manager (CSM) to lead customer engagement for our Homecare domain in the North America region. This role is ideal for someone with strong SaaS expertise, particularly in customer success within the healthcare or homecare sectors. As a Senior CSM, you will manage high-value customer relationships, drive adoption, ensure customer satisfaction, and align customer goals with AutomationEdge’s strategic offerings to maximize retention and growth.

Responsibilities:

1. Customer Relationship Management
   • Serve as the primary point of contact for key accounts in the Homecare domain, building strategic relationships with stakeholders to understand their goals, challenges, and expectations.
   • Actively engage with customers to drive adoption of AutomationEdge solutions, ensuring they derive maximum value from our products and services.
2. Onboarding & Product Adoption
   • Lead the onboarding process for new customers by tailoring implementation and training plans that address unique customer needs in homecare workflows and compliance.
   • Develop best practices and success metrics that align with customer objectives, helping clients integrate our solutions into their operations effectively.
3. Proactive Account Management
   • Identify and mitigate potential risks to customer satisfaction and retention by closely monitoring account health, engagement metrics, and customer feedback.
   • Work closely with the customer to map long-term success plans, anticipate evolving needs, and recommend additional services or products that align with their goals.
4. Customer Advocacy & Feedback Loop
   • Act as the voice of the customer within AutomationEdge, collecting and sharing insights to help shape product roadmaps and service improvements, particularly focused on the North American homecare sector.
   • Foster relationships across departments, such as Product, Sales, and Support, to streamline customer experiences and advocate for customers’ feature requests.
5. Renewals & Expansion Opportunities
   • Collaborate with the Sales and Marketing teams to identify upsell and cross-sell opportunities, proactively driving customer expansion while ensuring high retention rates.
   • Manage contract renewals with a focus on achieving targets related to growth and retention in alignment with AutomationEdge’s business goals.
6. Performance Metrics & Reporting
   • Establish and track KPIs for customer success, creating regular reports on account health, customer satisfaction, and retention metrics.
   • Provide strategic insights and action plans based on data analytics to inform senior leadership and customer strategy.

Skills & Qualifications:

1. Experience
   • Minimum of 7+ years in customer success or account management within a SaaS company, with at least 3 years in a senior CSM or account management role.
   • Proven track record managing large, strategic accounts in the homecare or healthcare domain within the North America region.
2. Domain Expertise
   • In-depth knowledge of SaaS platforms, particularly within the homecare or healthcare industry.
   • Familiarity with healthcare workflows, regulatory standards, and challenges in patient care and management.
3. Communication & Interpersonal Skills
   • Exceptional verbal and written communication skills, able to effectively interact with C-level executives and operational teams alike.
   • Strong empathy and customer-oriented mindset with a passion for helping clients succeed and optimizing the customer journey.
4. Problem Solving & Analytical Skills
   • Proactive problem-solving skills with the ability to anticipate potential issues and implement effective solutions.
   • Proficiency in data analysis tools to track customer performance and identify trends in customer engagement.
5. Leadership & Team Collaboration
   • Ability to work independently while collaborating with cross-functional teams to ensure customer needs are met holistically.
   • Demonstrated leadership skills in managing complex customer relationships, providing mentorship to junior team members, and supporting internal knowledge sharing.
6. Technical Proficiency
   • Familiarity with CRM tools, project management software, and reporting tools. Experience with healthcare-specific software solutions is a plus.
7. Adaptability & Initiative
   • Willingness to adapt in a fast-paced environment and take initiative to continuously improve the customer success function.

Contact:
Nidhi Saraiya ([email protected])