At Bluesight, our mission is to create groundbreaking medication intelligence solutions that increase efficiency, safety and visibility for health systems and pharmaceutical manufacturers. We empower our customers to deliver the right medicine to the right patient at the right time, every time. We are a high growth healthcare information technology company with a start-up 'vibe' but over 2,000 customers tracking medications using our proven solutions.
The Opportunity
We're looking for a Customer Success Manager to develop trusted relationships with our Hospital customers and ensure their long-term success. He/she will own the day-to-day relationship with a book of customers and maintain a holistic, data-driven view of their overall experience with every team and Bluesight solution. The CSM interfaces with customers, builds relationships specifically at the Executive-level, and leverages these relationships to improve product utilization, demonstrate and communicate product value, and ensure overall satisfaction is achieved and maintained over the long-term.
Core Responsibilities:
- Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes
- Conduct regular business reviews (QBR/EBR) with our hospital customer’s Executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return on their investment in Bluesight solutions
- Proactively analyze gaps between current state and optimal state, and effectively communicate recommendations that drive value
- Track and report key metrics for customer accounts
Customer Service Responsibilities:
- Be knowledgeable in Bluesight’s entire suite of solutions/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests.
- Influence future customer lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall account health scores.
- Vary service approach based on customer segmentation and delivery playbooks
- Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives
- Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues
- Acquire and maintain customer references
- Monitor and respond to NPS survey feedback and Customer Health scores
- Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk
- Achieve annual renewal and growth targets in partnership with Renewals Specialist
Requirements:
- Bachelor’s degree or equivalent work experience
- 2+ years of customer-facing experience (Extra consideration for experience in a high-growth B2B SaaS company)
- 1+ years of experience in Customer Success or Account Management role
This position is a remote position and open to applicants in the continental United States.
Why Bluesight?
Bluesight’s culture is built on innovation and teamwork. There’s room to grow and opportunities to take initiative. You will partner with sharp, motivated teammates looking to disrupt a massive industry—and have fun doing it. We truly believe that where you work and what you do matters. Join us as we revolutionize the hospital pharmacy landscape!
-Competitive salary
-Time off when you need it – unlimited vacation days!
-Generous insurance coverage
-401k program with a company match
-Fun, collaborative culture!
EOE AA M/F/VET/Disability
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state or local laws.
