Senior Customer Success Manager - Digital Health

About

Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. Navina develops an AI-driven platform that restructures patient data into intuitive patient portraits for better diagnoses and care. It was founded in 2018, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.navina.ai.

The Senior Customer Success Manager will be responsible for driving success at the most strategic level within accounts and implementing strategies to earn customer acceptance across the organization.

Responsibilities

• Build and maintain relationships with mid-market & enterprise accounts, from clinicians up to C-level executives and decision-makers after signing an agreement
• Work closely with our clients, and different external and internal stakeholders to drive successful implementation and to demonstrate the product value
• Be the voice of the clients and the internal focal point for any client need
• Own client communications and account operations: Set up, facilitate, and lead personal & group F2F and virtual meetings with users, clients, and decision-makers to increase engagement and explore product opportunities
• Track, monitor, and manage accounts with specific KPIs for clients on the Hubspot CRM system, in addition to clients KPIs (Usage, engagement, etc)
• Take part in product cycles, roadmap planning, and execution

Skills

• 8-10 years of successful experience in account/success management, focused on larger healthcare organizations, such as health systems or IDN/ACO or MSO networks
• Project management experience including managing Customers' Onboarding process, owning and managing all aspects of clients from activities from Close-Won to Go-Live and product Value
• Experience in managing customers' renewal process, with a high retention rate track record
• Experience deploying population health solutions in value-based care provider organizations
• Ability to work independently as well as part of a team in a fast-paced environment
• Strong communication and storytelling skills
• The position requires 50% travel based on business needs
• Experience in Value Based Care – a must!
• Technical background – Advantage
• Experience in sales – Advantage