Canopyworks
Senior Customer Success Manager
West Coast - US · Senior
Sponsorship not specifiedDetected 28 days ago
HubSpotSalesforceCRMCustomer SuccessCustomer SupportCommunicationCollaborationProblem SolvingAdaptability
About the role
- The Senior Customer Success Manager (CSM) at Canopy is responsible for managing a portfolio of high-priority, complex accounts-typically large, multi-site, multi-phase healthcare deployments.
- In addition to managing strategic accounts, the Senior CSM will bring best practices and feedback that help scale Canopy's success model.
Responsibilities
- Develop and execute tailored success plans, fostering strong relationships with stakeholders at all levels of the account.
- Drive retention and expansion strategies in collaboration with Sales and Customer Experience leadership.
- Function Design & Scalability
- Partner with Sales, Marketing, Product, Technical Account Services, and Hardware Operations teams to drive customer outcomes and strategic initiatives.
Requirements
- 8+ years of experience in Customer Success, with a proven track record in managing complex enterprise accounts.
- Strong understanding of customer lifecycle management, renewals, and expansion strategies.
- Ability to think strategically and contribute to functional growth.
- Experience with CRM tools (Salesforce, HubSpot, etc.).
Nice to have
- Familiarity with change management principles for driving adoption.
Skills
- Participate in strategic planning, deployment phases, and go-live milestones to ensure high engagement and smooth onboarding.
- Proactively address customer concerns, troubleshoot issues, and coordinate with cross-functional teams to resolve challenges.
- Help shape the direction and evolution of Canopy's Customer Success function by contributing to strategic planning and process development.
- Identify scalable practices for onboarding, adoption, retention, and expansion.
- Act as the voice of the customer within Canopy, surfacing feedback to inform product and process development.
Benefits
- Lead and manage a portfolio of strategic enterprise healthcare accounts, ensuring customer satisfaction and success across the lifecycle.
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