[Hiring] Senior Customer Success Manager @GLOBO Language Solutions, LLC

Role Description

GLOBO’s Customer Account Management Team is tasked with providing a legendary customer experience and ensuring customers achieve their desired outcomes and derive value from GLOBO’s solutions. We are looking for an experienced Senior Customer Success Manager (CSM) with deep healthcare industry experience, executive relationship skills, and a track record of driving measurable business outcomes for complex accounts.

• Build and own multi-threaded relationships across each customer's organization, including language access, clinical operations, IT, and patient experience.
• Partner with customers to unlock the full value of GLOBO's solutions, including advising on workflow optimization, service configuration, and new modality adoption.
• Identify and close expansion opportunities, including new modalities, integrations, and enterprise-wide rollouts across multi-site health systems.
• Own the renewal process end-to-end for assigned accounts, including commercial negotiation and securing multi-year commitments.
• Develop a deep understanding of each customer's clinical, operational, and financial objectives.
• Define, track, and report on customer-specific KPIs.
• Lead Business Reviews and strategic planning sessions with senior and executive stakeholders.
• Develop and own multi-year strategic account plans that align GLOBO’s roadmap and capabilities with the customer’s long-term objectives.
• Own customer health, proactively interpreting utilization data and engagement signals.
• Act as the internal voice of the customer, advocating for their priorities and gathering feedback.
• Serve as an extension of the Commercial leadership team, participating in key prospect conversations and customer advisory opportunities.
• Own the development of key resources, playbooks, governance materials, and internal processes.
• Serve as a mentor to others on the CSM team.

Qualifications

• A Bachelor’s degree or equivalent.
• 8+ years of experience in post-sales customer success or account management.
• Excellent verbal and written communication skills.
• Excellent time management and project management skills.
• Demonstrated experience navigating complex contract negotiations.
• Experience managing customer lifecycles within a CRM (Hubspot preferred).
• High level of initiative, accountability, and follow-through.
• Ability to manage multiple initiatives and projects and prioritize needs.
• Strong sense of service and passion for health equity.
• Possession of a valid Driver’s License and a clean driving record.
• Authorized to legally work for any employer in the United States.
• Willingness to submit to any requested background checks.

Requirements

• An understanding of the language access industry, regulatory requirements, and common workflows.
• Prior experience at a high growth company in a decentralized environment.
• Experience with Google Docs and Apple/Mac Operating System.
• Hubspot proficiency.
• 30 - 50% domestic travel requirement for on-site client visits and industry events.

Benefits

• Opportunity to work in a remote/home office environment.
• Participation in key prospect conversations and customer advisory opportunities.
• Mentorship and coaching opportunities within the CSM team.

Company Description

GLOBO has created a roadmap to success outlining the key KSA’s and competencies in each job band.

• Drive Results—Takes accountability for individual outcomes.
• Communicate Effectively - Asks questions to ensure understanding.
• Developing Self and Others - Expands self-awareness and is open to feedback.
• Growth-Focused - Develops a growth mindset by keeping an open mind during change.
• Customer Centricity - Consistently provides excellent customer service.