Company Overview
At Sunwave Health, we improve behavioral health and addiction treatment facility functionality to achieve better results for patients, caregivers, and administrators. Our platforms empower our clients to quickly and easily manage patient needs from admission to discharge, with provisions for billing and integrations with payment processors, billers, insurance companies, and other providers.
Job Overview
The mission of the Sr. Manager, Customer Success is to improve customer retention, adoption, and value realization through effective leadership of Customer Success teams. This role translates departmental strategy into measurable execution across teams, customer segments, or complex customer portfolios.
The ideal candidate is an experienced people leader who develops managers, team leads, and CSMs, uses data to identify customer and performance trends, and addresses systemic issues affecting customer outcomes. They build accountability for consistent execution, realistic customer expectations, and follow-through.
In this role, the Sr. Manager oversees team performance, customer risk, renewal readiness, and capacity planning. They improve coverage models and playbooks and lead cross-functional initiatives that strengthen the customer experience.
The Sr. Manager is part of the Customer Experience team, reporting to the Head of Customer Experience, and works closely with Sales, Support, Implementation, Product, Engineering, and Professional Services.
Job Responsibilities
- Lead Customer Success teams, segments, or complex customer portfolios, translating departmental objectives into clear priorities, ownership, and measurable team goals.
- Coach and develop junior people leaders and CSMs. Oversee hiring, onboarding, performance management, and career development for assigned teams.
- Own assigned team performance against retention, adoption, customer health, and customer outcome targets. Review results regularly and address performance gaps.
- Establish consistent execution of Customer Success Plans, Business Reviews, customer engagement, and value-based conversations tied to customer objectives.
- Analyze adoption data, customer feedback, support trends, and renewal signals to identify systemic risks and lead corrective action across affected accounts.
- Oversee customer escalations and recovery plans, coordinating internal resources and ensuring clear ownership, realistic commitments, and timely customer communication.
- Oversee renewal readiness and retention efforts in accordance with product-specific renewal processes. Maintain accurate risk forecasts and mitigation plans.
- Improve customer segmentation, coverage models, account assignments, and team capacity planning in partnership with the Head of Customer Experience.
- Develop and refine Customer Success processes and playbooks to improve consistency, efficiency, and customer outcomes across teams.
- Lead cross-functional initiatives with Support, Implementation, Product, Engineering, and Sales to address recurring customer obstacles and improve lifecycle handoffs.
- Ensure CRM and customer success records accurately reflect customer health, success plans, renewal risks, engagement, and corrective actions. Use dashboards to guide decisions
- Represent customer needs and recurring product concerns with departmental and cross-functional leadership, supported by evidence of customer impact.
- Evaluate technology, AI, and automation opportunities with leadership to improve customer engagement and team efficiency while maintaining quality.
- Oversee customer offboarding when necessary, ensuring professional transitions, accurate churn documentation, and improvements based on lessons learned.
Job Qualifications
- 9+ years of relevant experience in Customer Success, Account Management, or related customer-facing roles, including at least 3 years of people leadership in a SaaS environment. Healthcare technology or EHR experience preferred.
- Bachelor's degree in Business, Information Systems, Healthcare Administration, or a related field, or equivalent professional experience.
- Demonstrated success leading multiple teams, customer segments, or complex customer portfolios and improving retention, adoption, and customer outcomes.
- Experience developing junior people leaders and individual contributors through coaching, performance management, and career development.
- Proven ability to translate departmental strategy into measurable team execution and lead significant cross-functional initiatives.
- Experience improving customer segmentation, engagement models, capacity planning, and Customer Success processes and playbooks.
- Strong analytical skills with the ability to interpret customer health, usage, renewal, and operational data and turn findings into action.
- Proven ability to identify systemic customer risks, manage complex escalations, and coordinate effective recovery plans.
- Strong business acumen and the ability to communicate customer value, ROI, retention risk, and business outcomes to internal leaders and executive customer stakeholders.
- Experience using CRM, customer success, and support platforms to manage team performance, customer engagement, and risk reporting.
- Excellent communication, presentation, relationship-building, prioritization, and problem-solving skills.
Work Environment
This position is fully remote and requires the worker to have a dedicated work space in their home during core business hours. Travel may be required at a frequency of less than 10%.
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