Customer Success Manager

Customer Success Manager | Customer Success | USA (Local to Office)| Hybrid

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We’re searching for a Customer Success Manager who is local to one of our offices (Chicago, IL; Carmel, IN; Charleston, SC; Toronto, ON) to join our Customer Success (CS) team, so that we can ensure that our customers’ healthcare organizations derive maximum value from our innovative software solutions. The Customer Success Manager will will actively participate in onboarding new clients, tracking and managing account health and sentiment, and ensuring and growing successful usage of RLDatix’s solutions through usage strategies to drive customer satisfaction, adoption, and retention.

This is an exciting time to join RLDatix as we are building the CS function. We're looking for individuals who like the challenge of building and transforming. The day one focus for this role will be working alongside the Relationship Management team to learn renewals and support the transition to the CS team. Since the CS Team is still building, reporting lines may roll up to Relationship Management in the interim, as we are also actively recruiting for the leader of the Customer Success team.

How You’ll Spend Your Time

• Build and maintain trusted, long-term customer relationships, earning respect and trust on behalf of RLDatix

• Develop and manage success plans using objective data, in collaboration with the account team.

• Measure and analyze CSAT (Customer Satisfaction) by solution to identify trends and determine any necessary corrective actions.

• Proactively manage customer communications, tailoring information to customer-specific needs and aligning it with their mission and desired outcomes.

• Drive adoption by sharing relevant usage data, share ‘best practice’ goals, promote upcoming webinars and thought leadership events on products and solutions.

• Ensure a seamless renewal process by monitoring and managing client health, satisfaction, escalations, and sentiment.

What Kind of Things We’re Most Interested in You Having

• 3+ years of experience in a Customer Success role within a SaaS company

• Proven success in managing customer engagement, optimizing usage and outcomes, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS.

• In-depth knowledge on how to leverage data to drive customer insights and business decisions.

• Ability to commute to a local office (Chicago, IL; Carmel, IN; Charleston, SC; Toronto, ON) 2-3 days per week

• Sincere interest in building long-term relationships with customers

• A knack for working collaboratively within a fast-paced, evolving team

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [email protected] .