Senior Manager, Customer Success
Core
Leading a Senior Customer Success Manager team to drive product adoption, improve operational efficiency, and prevent churn for Home Medical Equipment (HME) customers.
Role type
Senior Manager, Customer Success (Team Lead)
Builds
Customer success strategies, SOPs, and scalable processes for HME operations
Domain
Healthcare / Home Medical Equipment (HME)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
HME industry expertise, P&L management, cross-functional leadership, change management, team mentorship, strategic planning, negotiation, risk mitigation
Preferred skills
Salesforce/Gainsight proficiency, software implementation experience, industry relationships
Technologies
Salesforce, Gainsight, Microsoft tools
Responsibilities
Lead and mentor the Senior Customer Success Manager team; Identify and implement processes/tools to support customer success at scale; Engage with executive leadership to develop business strategy; Manage customer negotiations and escalations; Drive new revenue opportunities within the existing customer base; Develop and implement Resmed strategy and SOPs
Seniority
Senior, hands-on IC with team leadership
