Customer Success Manager

Who We Are

Medisolv is a national leader in healthcare quality data management solutions for hospitals and providers. Its all-in-one quality management platform, ENCOR, helps healthcare organizations advance patient care by measuring and improving their performance on more than 500 national quality and safety measures, including those required by the Centers for Medicare and Medicaid, The Joint Commission, private payers, and state agencies. Medisolv now serves more than 1,800 hospitals and 15,000 providers nationwide. As part of a recent investment by Bessemer Venture Partners Forge in 2023, the company is undergoing a period of transformation and growth.

What You’ll Do To Make An Impact

As a Customer Success Manager (CSM), you will be a strategic partner for healthcare organizations across the country, guiding them through the intricacies of quality measure reporting with clarity and assurance. You serve as a trusted advisor, ensuring client value, satisfaction, and sustained success with Medisolv’s SaaS solutions.

As a Customer Success Manager (CSM), you will serve as a strategic partner to healthcare organizations nationwide, accountable for driving customer outcomes, value realization, retention, and growth. You will own the end-to-end customer relationship post-sale, guiding customers to achieve measurable business and quality outcomes through effective adoption of Medisolv’s SaaS solutions.

This role blends strategic account management, commercial ownership, and consultative thought leadership to ensure long-term customer success and partnership.

• Build and maintain strong relationships with stakeholders at all organizational levels, from Executives to operational and quality leaders, to drive adoption and full utilization of Medisolv’s solutions.
• Own customer renewals for assigned accounts, leveraging commercial expertise to drive retention, renewal forecasting, and expansion through cross-sell and upsell opportunities aligned to customer goals.
• Partner with customers to define, track, and achieve measurable outcomes and value, ensuring Medisolv’s solutions deliver meaningful business, quality, and regulatory impact.
• Establish trusted executive relationships by understanding organizational priorities, success metrics, and long-term strategy, positioning Medisolv as a strategic partner.
• Act as a thought leader for customers by providing proactive insights, best practices, and recommendations that improve adoption, maturity, and long-term success.
• Monitor account health, usage, and engagement indicators, proactively identifying risks and opportunities to improve customer satisfaction and retention.
• Lead structured customer engagements, including success reviews and executive business reviews, focused on outcomes, value realization, and strategic alignment.
• Collaborate cross-functionally with Sales, Support, Product, and Engineering to resolve issues, drive adoption, and advocate for customer needs.
• Represent the voice of the customer within Medisolv, providing actionable feedback to influence product direction and service improvements.
• Identify and develop referenceable customers, success stories, and advocates in partnership with Marketing and Sales.
• Troubleshoot issues efficiently, take ownership, think strategically, and thrive in a fast-paced, evolving environment.

What You’ll Accomplish - Your Performance Objectives

First 60 days:

• Complete product, platform, and Customer Success methodology training
• Build relationships with assigned customers, introducing yourself as their primary Customer Success Manager and establishing trust
• Review customer account history, usage, renewal timelines, and current challenges to inform success and engagement strategies
• Learn Customer Success processes, systems, and health monitoring tools used to manage accounts and renewals

First 3 Months

• Conduct initial customer success check-ins and business reviews focused on customer goals, outcomes, and satisfaction
• Establish success plans for assigned customers, aligning Medisolv capabilities to defined outcomes and value
• Identify and address early risks related to adoption, engagement, or renewal
• Begin identifying potential expansion, cross-sell, and upsell opportunities within assigned accounts

First 6 Months

• Develop and execute strategic customer success plans to deepen relationships and increase value realization
• Own and lead the renewal process for assigned customers, including renewal strategy, forecasting, and execution
• Proactively manage account health to improve retention, adoption, and customer advocacy

First 12 Months

• Establish yourself as a trusted partner to assigned customers, driving strong renewal and retention performance
• Consistently deliver customer outcomes that lead to measurable value and long-term success
• Drive account growth through successful cross-sell and upsell initiatives
• Build and share customer success stories, best practices, and insights with Sales and Marketing to support growth and thought leadership

Who We’re Looking For - The Competencies That Matter

• Action-oriented team player who finishes what they start.
• Collaborative and empathetic, eager to build relationships across teams.
• Flexible and adaptable in a fast-changing environment.
• Growth mindset with resilience and curiosity.
• Demonstrated knowledge of quality data and measurement standards is required.

How To Be a Medisolver – Our Values

• Customer Success Obsession
• All-Star Team Collaboration
• Continuous Improvement through Curiosity \& Data-Driven Learning
• Courage with Kindness
• Execution Focus: We Do Business, Not Just Talk Business

Ready to play a pivotal role in shaping Medisolv’s future by driving innovative solutions in healthcare quality management? Apply now to join our dynamic team and help make a lasting impact!

All candidates must successfully pass a pre-employment background check and be legally authorized to work in the United States. Sponsorship is not available.