Client Success Manager

ProviderTrust is one of the fastest-growing SaaS companies in Tennessee located in the heart of downtown Nashville. We are the market leader in the data science of exclusion monitoring, license verification, and sanction screening with the ultimate goal of helping our clients improve the levels of patient safety and quality they strive to provide.

We are seeking an experienced Client Success Manager responsible for promoting  the relationships with ProviderTrust’s most strategic customers, ensuring retention and loyalty through meaningful engagement with key account decision makers.  A strong Client Success Manager will possess demonstrated knowledge of the healthcare industry, and a proven ability to excel in balancing customer needs with company business objectives.  This role requires a strong mindset that is customer-focused, process-driven, and compelled to discover opportunities to coach customers on how to extract maximum value from their ProviderTrust products.  

Responsibilities:

  • Prioritize and advocate for customer needs, elevating issues that will have the most impact on customer satisfaction, retention and growth; serve as the Voice-of-the-Customer driving ProviderTrust  products and services to innovation that meets market demands
  • Work closely and collaboratively with other internal teams to provide the basis for solid client relationships
  • Support Business Development initiatives through  uncovering new sales opportunities, and creating account plans for existing clients primed for growth
  • Analyze customer monitoring data and develop recommendations based upon data insights and trends
  • Establish leadership governance through KPI tracking, account mapping, success planning, and recurring business reviews
  • Plan and prioritize work to meet objectives aligned with organizational goals
  • Adapt approach and demeanor to match the shifting demands of different situations
  • Develop and deliver communications that convey a clear understanding of the unique needs and emerging best practices  of different audiences and health segments


What You've Accomplished:

  • 3-5 years in sales oriented, account management, professional services or operations position within the healthcare industry
  • Education: BA/BS, Master’s degree in business, healthcare administration or other healthcare-related field preferred
  • Proven success nurturing existing customer relationships, supporting selling into the base, and discovering upsell opportunities

What You Bring to the Table:

  • Demonstrated understanding of health-systems, compliance workflows, and clinic and hospital operations
  • Expertise working with healthcare-related data and technology; hands-on experience managing SaaS accounts a plus
  • Deep understanding of Salesforce CRM and disciplined record keeping concerning client engagement
  • An ability to manage ambiguity and operate effectively, even when things are not defined or the way forward is not certain –makes sound decisions, even in the absence of complete information
  • Familiarity with Customer Success Management methodology
  • An innate desire to be accountable to measured outcomes
  • Ability to work in a team-based, collaborative environment
  • Proactive, positive, self-starter with a passion for continually improving the processes around you
  • Strong commitment to ensuring customers’ business objectives are achieved
  • Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
  • Excellent presentation and meeting facilitation skills
  • Possesses a strategic mindset –able to focus on the bigger picture and not get mired in the day-to-day details
  • World class problem-solving, critical thinking, communication, and relationship-building skills
  • Willingness to travel up to 30% including local, regional, and national

What It’s Like To Work Here:

We take immense pride in cultivating a strong, person-first culture always looking for ways to be intentionally uncommon. Our team is made up of talented, creative, kind, funny and energetic folks wired for continuous improvement.

Things That Make Us A Great Place To Work:

  • Competitive base salary and incentive package
  • Stock option program
  • 401k with employer match
  • Excellent medical and dental benefits, disability and life insurance
  • Unlimited PTO (yes, really – we’ll talk about how it works)
  • Growth! Lots of new people, new talent, and new opportunities for our team
  • A stocked kitchen and wellness meal plan
  • Ergonomic desk setup and open workspaces
  • Lots of celebrations! Events, happy hours, and more
  • Dog friendly – WOOF!
  • Voted one of the Best Places to Work by the Nashville Business Journal (2015 - 2018)
  • Inc. 5000 list of the fastest-growing private firms in the U.S. (2016-2018)

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