• Lead, mentor, and develop a team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth. • Support CSMs in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth. • Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement. • Analyze customer health trends and data to proactively mitigate churn risks and identify opportunities for product and service improvements. • Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency. • Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives. • Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement. • Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials. • Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.

• Act as a key link between customers and operational teams • Proactively manage customer feedback and insight, identifying trends and key themes • Analyse complaints outcomes and satisfaction surveys to inform service improvements • Track the progress of improvement initiatives and report outcomes to senior management • Implement regulatory surveys and support improvement planning based on results • Engage with customers, residents and communities through forums, visits and local initiatives • Build strong relationships with stakeholders, local organisations and community groups • Support complaint resolution and ensure customer queries are handled effectively • Promote positive communication and support brand awareness through engagement activity

• Handle requests for evolutionary improvements in the SAP CRM environment • Work on module-related projects, from requirements gathering to solution delivery • Analyze and resolve critical tickets, ensuring compliance with established SLAs • Conduct requirements gathering and detailing with business areas • Prepare functional specifications for developments and system adjustments • Configure and parameterize SAP CRM functionalities according to client needs • Support and validate developments performed by the technical team • Execute and monitor unit, integration, and user acceptance tests (UAT) • Prepare necessary functional and technical project documentation • Support key users and conduct alignment and training sessions when needed • Identify continuous improvement opportunities in processes supported by SAP CRM.

Role Description As a Client Success Manager at hc1, you are the primary architect of the long-term relationship between hc1 and our Health System and clinical laboratory partners. Your number one goal is Client Retention. You will act as a strategic advisor, ensuring that clinical and business executives realize the full potential of our SaaS solutions and consulting services to drive measurable ROI. - Strategic Relationship Management - Multi-Tier Engagement: Build and nurture deep-rooted relationships across your assigned accounts, ranging from C-Suite executives (CMOs, Chief Quality Officers) to laboratory directors and administrative managers. - Alignment: Lead the "Alignment" phase of the client journey by establishing a clear Definition of Success and identifying key resources needed for a meaningful partnership. - Account Planning: Develop and execute comprehensive account strategies to improve engagement and satisfaction, ensuring hc1 remains essential to the client’s long-term business strategy. - Operational Excellence & Review Cadence - Quarterly Business Reviews (QBRs): Own the executive-level QBR process. You will prepare and present structured reports on adoption, performance against SLAs, and—most importantly—demonstrated clinical and financial ROI. - Monthly Operational Reviews: Facilitate regular touchpoints with software users to ensure day-to-day system effectiveness, review AI-powered care gap alerts, and drive feature adoption. - Internal Account Stewardship: Manage monthly internal reviews of your client portfolio to update leadership on account health, potential risks, and strategic opportunities. - Product Advocacy & Growth - The Feedback Loop: Serve as the "Voice of the Customer," gathering feedback via QBRs, CSAT, and NPS surveys to influence the hc1 product roadmap. - Upsells & Renewals: Proactively identify expansion opportunities where hc1’s Ops IQ, Source IQ, or Clinical IQ platforms can solve emerging client challenges. You will partner with the Growth/Sales team to ensure seamless contract renewals. - Training & Enablement: Ensure high platform "stickiness" by coordinating training for new users via the hc1 Academy and rolling out new functionality. - Data-Driven Account Management - Client Universe CRM: Maintain real-time accuracy of client data, contract details, and health status (Red/Yellow/Green) within our proprietary CRM, Client Universe. - Value Delivery: Use data to prove outcomes such as 30–50% reductions in unnecessary blood transfusions and 40% improvements in care gap closure rates. Qualifications - Experience: 5+ years in a SaaS Client Success or Account Management role, preferably within the healthcare, health-tech, or laboratory diagnostic space. - Domain Expertise: A strong understanding of hospital lab operations, healthcare clinical workflows, and the financial drivers of US Health Systems. - Executive Presence: Proven ability to command a room of clinical executives and translate complex data into a compelling "ROI story." - Technical Proficiency: Comfortable navigating complex data environments and using CRM tools (like Client Universe) to track KPIs and account health. - Proactive Mindset: You don’t wait for a support ticket to reach out; you anticipate client needs and identify risks before they impact retention. Requirements - Net Revenue Retention: Your primary measure of success. - Client Health Score: Maintaining positive "Green" status across your portfolio in Client Universe. - Product Adoption: High usage rates across key features of the hc1 IQ Platform. - CSAT/NPS: Direct feedback from your executive and administrative sponsors.