Senior Customer Success Manager (Strategic Accounts)

• The Sr Customer Success Manager, Strategic Accounts supports, nurtures, and grows Bluesight’s key customers
• This individual is responsible for developing and executing a three-year strategic model that supports the significant growth of Bluesight’s key customer base, positions Bluesight as a long-term, strategic partner, and fosters executive relationships with Bluesight’s key customers
• This individual will work closely with Bluesight’s internal teams and largest customers to identify ways to sustain, improve, and create value with Bluesight’s solutions
• Manage pool of 10-20 of Bluesight’s top strategic customers, maintain regular communication with customers to track progress and status, and facilitate executive relationship management
• Develop and maintain executive-level relationships with customers, effectively working with C-suite stakeholders to increase utilization and value of Bluesight applications, document and communicate ROI from Bluesight partnership, and drive additional revenue opportunities
• Conduct quarterly business reviews with executive-level stakeholders of all assigned customers, and ensure all value assumptions remain valid and the relationship is producing outsized value
• Ability to educate customers on Bluesight’s solutions, provide accurate and detailed consultative guidance on maximizing value, and lead process improvement initiatives with customers
• Coordinate and define all activities needed to support key customers. This includes communicating in detail with internal teams, including Product, Support, and Marketing, as well as the Bluesight’s executive team
• Acquire and maintain customer references
• Gather, analyze, and clearly communicate relevant market intelligence to key customers, executive team, and other relevant internal stakeholders
• Maintain 100%+ net retention rates, reduce churn, and drive high volume of AMQLs to expand total contract value with customers through improved user adoption and ROI documentation
• Meet and exceed upsell and cross-sell lead generation quarterly goals
• Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall health scores
• Identify, develop, and execute a clearly defined 3-year strategic model, supported by all teams and levels of Bluesight, that drives the greatest value, likelihood for renewal, and revenue expansion for top customers through increased utilization, new use cases or user groups, and upsell/cross sell of new Bluesight solutions
• Participate in regular renewal meetings with leadership, communicate pool health risks and trends across the cohort
• Secure annual renewal and upgrade of membership contracts and corresponding service terms at a rate that meets or exceeds given performance goals: including renewal rates, price adherence, term length, etc

Benefits

• Unlimited Vacation
• Fully Remote
• Comprehensive Insurance
• Home Office Stipend
• Monthly Health & Wellness Stipend
• Short & Long Term Disability Coverage
• 401K Program (via Vanguard) with up to 4% company match
• Paid Parental Leave
• Investing Into Your Career Growth
• Local Meetup, Team & Company Retreats

• Experience with articulating value propositions and disseminating information effectively to external and internal stakeholders at all levels of an organization
• Bachelor’s degree in related fields preferred
• Experience managing high-profile clients
• Ability to travel up to 15% of the time (travel is limited to US and Canada)
• Well-developed interpersonal skills, with the ability to work collaboratively in a team environment
• Excellent influencing and consultative selling skills and the ability to proactively identify and resolve barriers and challenges
• Excellent organizational skills and attention to detail
• Demonstrated knowledge and understanding of Salesforce, ChurnZero, and other pertinent business systems
• Proven ability to meet goals and deadlines
• Proven negotiation skills
• Strong customer services skills and commitment to meet or exceed customer expectations
• Experience selling SaaS and/or analytics platforms preferred
• At least 7 years of relevant experience in strategic sales and account management, experience in healthcare preferred
• Strong verbal and written communications skills
• Demonstrated ability to communicate and present credibly through email and phone with various stakeholders both internally and externally. Especially at the executive level