[Hiring] Senior Customer Success Manager @PartsSource
Mar 15, 2025 - PartsSource is hiring a remote Senior Customer Success Manager. 💸 Salary: competitive compensation package with salary and incentives. 📍Location: USA.
Role Description
As a Senior Customer Success Manager at PartsSource, you will be responsible for driving the success and satisfaction of our customers across four key areas: Strategy, Adoption, Expansion, and Advocacy. Leveraging your strategic mindset, data-driven approach, and customer-centric focus, you will guide high-value clients to maximize the value of their investments, expand their usage of our solutions, and create long-term advocates for PartsSource. This role requires strong relationship management, proactive problem-solving, and the ability to navigate complex client needs while delivering exceptional results.
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Strategy:
- Define Optimization Opportunities: Continuously identify customer-specific optimization opportunities to support adoption, value realization, and drive outcomes that align with strategic objectives.
- Strategic Mindset: Think about long-term customer success, anticipate challenges, and position PartsSource to help customers achieve sustained value.
- Lead strategic business reviews by presenting performance metrics and actionable insights.
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Adoption:
- Proactively monitor client health: Regularly assess feature usage, customer outcomes, operational performance, and engagement.
- Provide training, support, and best practices to ensure clients maximize value from their investment.
- Gather Voice of the Customer (VOC): Collect feedback to enhance PartsSource offerings.
- Identify and address potential challenges: Develop action plans for risks to customer success.
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Expansion:
- Drive account growth by generating customer success qualified leads (CSQL) through identifying upsell and cross-sell opportunities.
- Data-Driven Decision Making: Analyze customer data to inform decisions on account growth and feature expansion.
- Partner with internal teams to ensure the timely and successful delivery of solutions.
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Advocacy:
- Build strong relationships with stakeholders to create raving fans of PartsSource.
- Foster customer advocacy by delivering results that exceed expectations.
- Stay informed on industry trends and competitors.
Qualifications
- Bachelor’s degree in business, marketing, or a related field.
- Preferred knowledge of healthcare.
- Project Management skillset or certification (PMP or large scale project outcomes).
- 5+ years of experience in customer success, account management, or a similar client-facing role, preferably in a SaaS or tech environment.
- Experience with Customer Success software such as GainSight, Churn Zero etc.
- Proven track record in driving customer adoption, expansion, and advocacy initiatives.
- Strong problem-solving skills, with the ability to think strategically about customer needs and solutions.
- Excellent communication, interpersonal savvy, and presentation skills.
- Experience working cross-functionally with sales, marketing, and product teams.
- Ability to analyze customer data and make data-driven decisions.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to coach other junior members on the team.
Requirements
- Develop success plans that drive customer adoption and outcomes.
- Monitor client health and engagement with the product.
- Provide comprehensive support, training, and best practices to maximize value.
- Identify and mitigate risks by developing action plans and ensuring timely execution.
- Coordinate with internal teams to ensure successful solution delivery.
- Strategic Mindset: Think critically about long-term goals and anticipate future challenges.
- Action-Oriented: Take initiative to address challenges and opportunities.
- Comfortable with Ambiguity: Adapt to changing situations and adjust strategies as needed.
- Data-Driven: Use data to inform decisions and ensure clients are on the path to success.
- Relationship Management: Build and nurture strong relationships across all levels of customer organizations.
- Open Communication & Active Listening: Foster transparency and collaboration.
- Influence: Persuade and motivate both internal teams and customer stakeholders.
- Customer Focus: Understand customer expectations and offer solutions that align with their goals.
Benefits
- Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!).
- Career and professional development through training, coaching and new experiences.
- Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
- Inclusive and diverse community of passionate professionals learning and growing together.
Company Description
Since 2001, PartsSource has evolved into the leading technology and software platform for managing mission-critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively maintain their mission-critical equipment.
In 2021, Bain Capital invested in the platform, further accelerating our growth and long-term impact within the healthcare industry.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
competitive compensation package with salary and incentives
|
Remote
Location
USA
|
|
Job Type
full-time
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Posted
Mar 15, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
