Associate Customer Success Management
Position Summary: The Associate Customer Success Manager is responsible for supporting the Senior Customer Success Manager team with the objective of providing white glove service to Censis customers, while driving long-term strategic relationships, adoption, and growth opportunities across a high volume of accounts. This role focuses on ensuring successful product use, retention, and a positive experience for clients at scale, while growing client utilization and subscription footprint. The Associate Customer Success Manager serves as an internal advocate for the customer, through conveying the value of CensiTrac and other Censis solutions and being the frontline of communication. This position requires extreme attention to detail, time management, organization, and excellent written and verbal communication skills. As we scale our Customer Success Manager team, furthering personal development and team success is a top priority.
Specific Responsibilities:
- Serve as a day-to-day support resource for the Customer Success team, helping Sr. CSMs maintain "white glove" service across assigned hospital systems and facilities
- Act as an advisor to customers to ensure they’re leveraging the solution effectively
- Manage requests from current customers such as but not limited to technical support escalations, billing questions, documentation/enablement requests to ensure a positive customer experience
- Support QBR preparation — pulling data, building slides/reports, and tracking action items to closure
- Support Sr. CSMs on cross-sell lead handling — building and preparing quotes, delivering brief product demos, and gathering implementation data to keep opportunities moving
- Coordinate and complete onsite and virtual visits to deliver product training and coaching across the customer lifecycle
- Triage and route customer inquiries, escalations, and support requests to the appropriate team member, ensuring timely follow-up
- Partner cross-functionally with Sales, Support, and Implementation teams to ensure smooth handoffs and consistent client experience
- Support special projects and rollouts as assigned by customer success leadership
- Collaborate with Sales Analyst on reporting to identify risks and opportunities