​​The best CMMS for healthcare maintenance professionals.​​​ Customer Success Manager About Us: At FSI, you’ll join a team of passionate professionals dedicated to empowering efficient and safe hospital operations. FSI supports over 400 million ft of hospital space every year to run transformative, intelligent hospital maintenance operations. FSI is the most comprehensive computerized maintenance management software (CMMS) provider for healthcare, and we’re proud to serve over 1,300 hospitals with some of the largest networks in the country -- including Atrium Health, UPMC, Yale New Haven, SSM Health UNC Health, and many others. We work directly with our customers to build customized modern technology that fits their complex needs. In 2020, FSI received significant investments to grow and expand on the foundation established since the company began in 2002. We believe our most exciting chapter is just beginning, and we’re looking for talent that wants to make an impact. If you’re looking for a fast-paced, innovative community with a team focused on collaboration and empowerment through technology, we encourage you to get in touch. Your role: As a Customer Success Manager at FSI, your primary mission is to build deep, meaningful, and impactful relationships with your customers. You will own post-sale relationships, drive retention, manage renewals, and identify expansion opportunities. Over time, you will evolve into a strategic advisor, helping customers maximize value from FSI’s solutions. Your responsibilities: - Own and manage customer renewals, targeting 97%+ retention. - Proactively identify and mitigate churn risk. - Drive product adoption and customer engagement initiatives. - Identify and surface expansion opportunities. - Conduct regular customer check-ins and establish full account coverage. - Execute QBRs and evolve conversations toward strategic outcomes. - Collaborate cross-functionally with Support, Product, and Solutions Engineering. - Act as the voice of the customer internally. - Assist with invoicing coordination alongside Finance. - Demonstrate strong time management across a large portfolio (75–90 accounts). What you’ll bring to the team: A relationship-first mindset — You naturally build trust, credibility, and long-term partnerships with customers, becoming someone they rely on—not just someone they hear from. Strong ownership and accountability — You take full responsibility for your book of business, proactively managing renewals, identifying risks early, and ensuring no customer falls through the cracks. A proactive, self-driven approach — You don’t wait to be told what to do. You seek out opportunities, solve problems independently, and move your accounts forward with urgency and intent. A growth mindset and intellectual curiosity — You’re comfortable learning on the job, asking questions, and continuously improving your craft as a Customer Success professional. Excellent time and priority management — You can effectively manage a large portfolio (75–90 accounts) while maintaining consistent engagement and quality across your customers. A collaborative operating style — You work seamlessly across teams (Support, Product, Solutions Engineering, Finance), knowing that great customer outcomes are a team sport. Customer advocacy instincts — You listen deeply, surface meaningful feedback, and ensure the voice of the customer is represented inside FSI. A bias toward outcomes — You focus on what actually moves the needle: adoption, customer satisfaction, and long-term value—not just activity. Minimum Qualifications: - Experience in Customer Success, Account Management, or related field (SaaS or healthcare preferred). - Strong communication, relationship-building, and organizational skills. - Experience with CRM tools (e.g., HubSpot) and data-driven decision making. - Customer-centric mindset with a focus on outcomes and value delivery. - Demonstrated growth mindset and ability to learn on the job. - Self-driven and capable of operating autonomously. Work Location: Remote. Some travel may be required. Compensation: Compensation for this role will be determined based on relevant experience, qualifications, and work location. The expected salary range is $60,000 to $90,000. Our Values: - Customer inspired. - Solutions-first. - One team. - Impactful experts. We look forward to hearing from you! Don’t meet all the requirements? We’re all on a journey to learn constantly and have areas to develop. If you bring some of the above skills to the table and are still developing in others - APPLY ANYWAY! Learning and experience isn’t a one-way path, if you believe you have the background needed to make an impact in this role, we’d love to hear from you. ​ FSI is an Equal Opportunity Employer: We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life are key to our success as a company.

• Driving customer adoption, retention and satisfaction for an assigned book of accounts • Providing analyses on booking trends and pricing performance for clients • Building relationships with customers by driving value using a consultative approach to become an influencer and trusted extension of their team for Guidance accounts • Training clients on the basics of revenue management and how to effectively use our tool to increase revenue • Ensuring our customer’s success by analysing how they can maximise revenue and utilise Beyond to review booking data and charts to make pricing decisions • Securing annual subscription renewals and uncovering expansion opportunities • Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met • Monitoring and reporting on the health and risk of assigned accounts • Maintaining a deep understanding of Beyond Pricing’s suite of products • Reviewing Beyond’s algorithm performance in existing markets, making actionable recommendations based on data-driven insights • Partnering closely with the Revenue Management, Sales, and Customer Experience Teams and help mentor junior members of the team • Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas

Role Description Als Ansprechpartner für Produkt und technische Fragen bei onpreo stellst du sicher, dass unsere Kunden und Nutzer unser Produkt und Unternehmen LIEBEN. - Du erarbeitest Lösungen, um Kunden nachhaltig in der effektiven Nutzung unseres Produkts zu schulen. - Du steigerst stetig den Kundenwert durch Initiierung von Up- und Cross-Sells für unsere SaaS-Lösungen. - Zusammen mit dem Produkt Team optimierst und automatisierst du unsere Customer Success Prozesse (z. B. über Intercom, JIRA, Userpilot). - Du koordinierst ein perfektes Onboarding und umfassendes Coaching für neue Kund:innen. - Du kommunizierst und koordinierst die Wünsche deiner Kund:innen an unser Produkt-Team und leistest damit einen entscheidenden Beitrag bei der kontinuierlichen Weiterentwicklung unserer Software. - Gemeinsam mit dem Team entwickelst du die Infrastruktur für unsere Customer Success Abteilung weiter (Ausbau von Ticketing System, Knowledgebase, FAQs etc.). - Du qualifizierst Bestandskunden nach Upselling-Potential und stellst neue Produkte und Funktionen bei Bestandskunden vor. - Du bist "Partner" und technischer Berater für unsere Kund:innen hinsichtlich der Nutzung unserer Software. - Du kommunizierst mit Kund:innen über Telefon oder Ticketing System, um Fragen und technische Probleme schnell zu lösen. Qualifications - Du denkst unternehmerisch und gibst Vollgas im Job, weil du etwas bewegen und schnell Ergebnisse sehen möchtest. - Du bist Software-affin und hast idealerweise erste Erfahrungen mit Softwarelösungen wie z. B. Userpilot oder Intercom gesammelt. - Du erkennst, wo Prozesse effizienter gestaltet werden können und hast kein Problem das anzusprechen. - Kundenkontakt ist für dich nicht neu und du hast Spaß an der Kommunikation mit Kund:innen. - Du bist offen, empathisch, kommunikativ, und liebst Kundenkontakt. - Du arbeitest strukturiert und bist sehr zuverlässig. - Du hast eine lösungsorientierte Denkweise und zeigst Eigeninitiative. - Du sprichst fließend Deutsch. Benefits - Junges Unternehmen, viel Potenzial, großer Vertrauensvorschuss - ideale Bedingungen, wenn du professionell und persönlich wachsen, dich entwickeln und eine Spur auf dem Erfolgsweg eines Durchstarter-Unternehmens hinterlassen willst. - Sei dabei, wenn die Immobilienwirtschaft, eine der größten Branchen der Welt, sich in die digitale Zeit transformiert. - Ein internationales, hilfsbereites und motiviertes Team, das sich auf dich und regelmäßige Teamevents freut. - Inspirierende Unternehmenskultur, die auf gemeinsamen Werten wie Drive, Positivität, Fortschritt und “Deliver Wow” basiert. - Mit "onpreo Flex" entscheidest du selbst, wo du am effektivsten arbeitest. Unsere Fernarbeitspolitik beinhaltet die Möglichkeit, von zu Hause aus oder von jedem beliebigen Ort innerhalb Großbritanniens oder des Europäischen Wirtschaftsraums zu arbeiten. - Zwei Impact Days, die du nutzen kannst, um etwas für die Umwelt und die Gesellschaft zu bewirken. Ein Tag ist für ein individuelles Projekt und einer für eine unternehmensweite Initiative! #SocialResponsibility.

• Own performance & influencer marketing accounts (ROAS-driven) • Lead optimization, retention, growth planning, and upselling • Build strong, strategic client relationships • Collaborate closely with Product to translate client requirements into actionable inputs • Coordinate cross-functionally (BI, Ops, Finance, Influencer, Product) • Identify workflow gaps and proactively improve processes