Customer Success Manager at HART, INC.

Bozeman, Montana, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Sep, 26

Salary

0.0

Posted On

25 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Account Management, Stakeholder Mapping, Healthcare IT, CRM Management, Customer Retention, Revenue Expansion, Strategic Partnership, Interpersonal Communication, Organizational Mapping, Data Lifecycle Management, Account Health Monitoring

Industry

technology;Information and Internet

Description

Description Hart CSM Position Overview: The Customer Success Manager is responsible for managing post-delivery customer relationships for assigned accounts, with a focus on account retention, stakeholder mapping, and uncovering future opportunities for increased revenue. You will act as a strategic partner—navigating complex healthcare systems, deepening relationships after project completion, understanding the organizational landscape, and identifying opportunities to help customers solve data lifecycle challenges. This position carries a quarterly customer retention and expansion target. What You’ll Do: Customer Success & Retention Serve as the primary point of contact after project delivery Conduct post-project reviews and gather structured feedback Maintain regular customer touchpoints for assigned accounts to ensure continued satisfaction and trust, no less than quarterly. Monthly is preferred. Monitor account health and proactively identify risks or dissatisfaction Ensure customers fully understand and recognize the value of our services, and are aware of Hart’s current and future portfolio of health data management solutions Stakeholder & Organizational Mapping Map customer organizations to identify key stakeholders, influencers, and decision-makers Understand how decisions are made within complex health systems Track org changes within assigned accounts and update stakeholder maps as customer structures evolve Maintain accurate CRM records of contacts across IT, compliance, clinical, and administrative teams Account Management & Growth Identify opportunities for future services (e.g., additional migrations, archival, reporting), log opportunities within CRM Partner with sales to develop and execute account growth strategies Nurture existing relationships into repeat business and referrals to other departments within these accounts or to new business opportunities for sales Track and report on expansion activity and customer pipeline monthly Internal Collaboration Provide structured customer feedback to improve service delivery and product offerings Work closely with operations, marketing, and leadership on account strategy Collaborate on the development of testimonials, case studies, and customer success stories Help refine account management processes and playbooks as the company scales Qualifications: 5+ years in customer success, account management, or customer relationship roles—preferably in Healthcare IT or enterprise B2B Understanding of how healthcare systems operate, including the challenges of navigating large, matrixed organizations Strong interpersonal skills, with the ability to earn trust across departments and roles Excellent organizational and communication abilities Familiarity with CRMs (e.g., HubSpot, Salesforce) Comfortable interpreting technical information and managing complex customers Requirements Goals (Quarterly) Metric = Target Example Customer Retention Rate = 90%+ of customers engaged post-project Expansion Opportunities Sourced = 5–10 warm leads/quarter Stakeholder Maps Completed = 100% of strategic accounts CRM Accuracy & Updates = 95%+ contact and note coverage Customer Check-ins Completed = Customer Review (C360) Profile (All assigned accounts quarterly) Maintain 100% completion and updates of for assigned accounts within applicable systems: Customer overview (industry, segment, ARR, lifecycle stage) Key contacts & stakeholders Product usage/adoption metrics (can we do this today???) Health score & sentiment Business goals & outcomes Open risks, blockers, or churn signs Opportunities for expansion or advocacy Recent engagements & planned next steps

Responsibilities

Manage post-delivery customer relationships to ensure account retention and identify opportunities for revenue expansion. Act as a strategic partner to navigate complex healthcare systems and maintain detailed stakeholder maps and CRM records.