Customer Success Manager

About Rovicare

Rovicare is a healthcare technology company dedicated to streamlining care transitions within integrated care. Their innovative platform aims to enhance discharge efficiency, boost patient satisfaction, minimize hospital readmissions, and improve partner performance.

Role Overview

We are seeking a Customer Implementation Manager to oversee the onboarding, implementation, and ongoing engagement of clients. This position involves close collaboration with customers and internal teams to guarantee smooth platform adoption, strong client relationships, and sustained customer success.

Key Responsibilities

• Lead the entire onboarding cycle for new clients, from initial kickoff through launch.
• Create and implement tailored implementation plans aligning with customer needs.
• Collaborate across Product, Engineering, and Sales teams to ensure seamless deployment.
• Conduct user training sessions covering platform features and effective usage.
• Manage onboarding schedules to ensure timely go-live for each project.
• Serve as the main contact for customers post-implementation.
• Track client health, platform utilization, and engagement to foster successful adoption.
• Offer ongoing support including troubleshooting, advice, and strategic meetings.
• Identify and pursue opportunities for upselling and cross-selling based on client requirements.
• Oversee renewals to maintain high customer retention and satisfaction.
• Own critical customer success metrics such as adoption rates, retention, and Net Promoter Score (NPS).
• Navigate the full customer lifecycle from onboarding through renewal and growth.
• Collect and document customer feedback, collaborating with Product to guide roadmap enhancements.
• Help create internal guidelines, onboarding documentation, and knowledge resources.
• Highlight areas for improving implementation and customer success workflows.
• Leverage data to spot risks and enhance customer outcomes proactively.
• Manage escalations to ensure continued customer success.

Requirements

• 5 to 15 years of experience in SaaS onboarding, implementation, customer success, or equivalent roles.
• Proven track record in selling, upselling, or cross-selling SaaS products.
• Excellent communication and project management capabilities.
• Experienced engaging with both technical and non-technical client stakeholders.
• Skillful in influencing high-level stakeholders, including executive leadership.
• Ability to convert customer needs into actionable solutions.
• Proficient with CRM platforms such as Salesforce or HubSpot and support tools like Zendesk or Intercom.
• Strong problem-solving, negotiation, and relationship management skills.
• Capable of acting as a trusted advisor leading strategic dialogues with clients.

Preferred Qualifications

• Background in SaaS and healthcare sectors is advantageous.
• Comfortable working in a dynamic, fast-moving startup environment.