Senior Client Success Manager

Who is Authenticx?

Authenticx is on a mission to help humans understand humans. Our platform is the new standard for humanizing customer interaction data at scale. We do this by channeling our passion and talent into helping health care leaders listen to their conversational data in a way that delivers value to the enterprise.

What we offer our team members?

• A culture based on our core values of Authenticity, Courage and Having Fun
• A collaborate environment that supports your personal and professional development
• Virtual/remote working
• Health insurance effective on DAY 1, including FREE health insurance options and a comprehensive benefits package
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) - Traditional and Roth options
• Unlimited vacation time

As a Senior Client Success Manager (CSM) at our company, you will manage a portfolio of 2-3 clients with a combined annual contract value of $6+ million. Your primary responsibility will be ensuring that our clients maximize the value of our platform, leading to retention, growth, and customer satisfaction. You will act as a product expert and strategic partner, helping clients achieve their business objectives through the effective use of our solutions. 

Key Responsibilities 

• Client Engagement & Advocacy: Develop and maintain strong, long-term relationships with clients. Act as their advocate within the organization and ensure alignment between client goals and platform capabilities.
• Platform Adoption & Utilization: Monitor and drive platform adoption and usage. Identify usage gaps and opportunities for improvement, providing tailored solutions and best practices to maximize value. 
• Strategic Consulting: Understand each client's business challenges and objectives, mapping these to our platform's solutions. Partner with Sales to identify growth opportunities, upselling new features or expansions. 
• Proactive Communication: Conduct regular check-ins with clients (weekly/monthly) to provide updates on platform usage, new features, and relevant business insights. Offer proactive suggestions for self-servicing. 
• Issue Resolution: Collaborate with internal teams (Support, Product, Engineering) to address any customer issues, ensuring swift and efficient resolution. 
• Customer Training: Act as a product expert, ensuring clients are fully trained on the platform's features and capabilities. Host workshops and training sessions as needed. 
• Reporting & Insights: Provide clients with regular reports on platform usage and impact, highlighting key performance indicators (KPIs) and return on investment (ROI).
• ​​​​​​​Risk Identification & Mitigation: Proactive and regular monitoring of platform insights and performance metrics for early detection and preventative care.

The requirements listed below are representative of the knowledge, skill, and/or ability required by an individual to meet the qualifications for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Minimum Qualifications   

• Bachelor's degree in business, Healthcare, Informatics, or other relevant fields. 
• 7+ years in a Customer Success or Account Management role, managing accounts with a book of business of $5M+. 
• 3+ years experience in Enterprise B2B SaaS

Key Skills 

• Customer Retention: Proven track record of driving customer success, retention, and growth in high-value accounts. 
• Healthcare Expertise: Strong understanding of healthcare industry challenges and regulatory requirements (HIPAA, FDA). 
• Relationship Builder: Excellent communication and relationship-building skills. 
• Strategic Problem-Solver: Strong problem-solving and strategic thinking abilities. 
• Cross-Functional Collaboration: Ability to work cross-functionally and collaborate with sales, product, and support teams. 

Performance Metrics 

• Net revenue retention (NRR) and gross retention (GRR) rates 
• Platform usage/adoption levels across your portfolio 
• Identification & qualification of upsell and cross-sell opportunities 

• This is a hybrid role in our Indianapolis office 2 days a week. 
• For local team members, occasional on-site working (Indianapolis north side) may be expected for in-person activities.   
• For remote team members, traveling to Indianapolis may be required approximately 1-2x per year, based on business needs.   
• Minimal overnight travel is expected for client meetings approximately 1-4x per year, based on business needs.   
• Candidates must reside in the USA and be authorized to legally work in the USA without requiring employment visa sponsorship now or in the future.   
• All your information will be kept confidential according to EEO guidelines.