Principal Customer Success Manager

What You'll Bring to the Team:

As a Principal Customer Success Manager (CSM) at Florence Healthcare, you will act as a strategic partner and trusted advisor to our highest-value clients. You will take a leadership role in driving customer satisfaction, long-term engagement, and business growth by ensuring clients achieve maximum value from our solutions. Leveraging your deep industry expertise and technical knowledge, you will guide customers toward achieving their operational and strategic goals while championing their success across Florence Healthcare.

You Will:

• Strategic Customer Partnership: Build and nurture executive-level relationships with key stakeholders to understand their business goals, challenges, and success metrics. Serve as a trusted advisor and advocate, positioning Florence Healthcare as a critical partner in their clinical trial operations.
• Proactive Account Leadership: Lead the customer journey, from onboarding to adoption and renewal, ensuring a seamless and value-driven experience. Develop and execute strategic success plans focused on quantifiable business outcomes and actively coach others in establishing this practice.
• Customer Advocacy and Retention: Proactively identify risks and opportunities within customer accounts, implementing tailored solutions to drive retention and expansion. Collaborate with cross-functional teams, including Sales, Product, Professional Services and Engineering, to deliver proactive and impactful outcomes.
• Data-Driven Insights and Optimization: Analyze customer usage patterns, health metrics, and industry trends to provide actionable recommendations. Has proven ability to deeply understand customer health scoring, predictive risk management and is well versed in risk prevention and risk resolution. Lead impactful business reviews, demonstrating ROI and driving ongoing engagement.
• Mentorship and Collaboration: Provide mentorship and guidance to the broader Customer Success team, sharing expertise and driving process improvements. Contribute to the development of scalable customer success methodologies and tools.
• Thought Leadership and Expertise: Act as a subject matter expert in clinical trials and healthtech, offering best practices, industry insights, and innovative strategies to customers. Represent Florence Healthcare at industry events and forums, strengthening our thought leadership presence.

An Ideal Candidate Will Have: 

• Leadership and Influence: Demonstrated ability to build trust and influence at all organizational levels, including C-suite executives. Proven track record of leading complex, strategic customer engagements in healthtech or SaaS environments.
• Customer-Centric Mindset: A passion for delivering exceptional “white glove” service with a focus on creating meaningful value for customers.
• Analytical and Problem-Solving Skills: Strong ability to assess challenges, analyze data, and develop creative solutions that drive outcomes.
• Industry and Technical Acumen: Deep understanding of clinical trials, healthtech, or SaaS industries. Ability to translate technical product capabilities into customer-specific solutions.
• Adaptability and Initiative: Thrive in a fast-paced, high-growth environment. Self-motivated with a proactive approach to continuous improvement and innovation.
• Bachelor's degree or Equivalent experience
• 10+ years  of experience working in a healthtech or SAAS environment
• Experience with CRM tools (e.g. Salesforce) and customer success platforms (e.g. Gainsight) is highly desirable