• The Success Manager plays a pivotal role to assure a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. • By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals. • You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training. • Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs. • Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations. • Utilizes data to analyze product utilization and adoption. • Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth. • Maintains Salesforce case documentation of customer engagement activities to ensure service continuity. • Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers. • Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success. • Collaborates with implementations teams to develop onboarding plans for assigned products. • Collaborates with sales and other Success Managers on account renewal strategy. • Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer. • Collaborates with product, development, and content teams to develop customer facing materials for assigned products. • Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers. • Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service. • Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers. • Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROI. • Collaborates with onboarding teams to develop onboarding plans for assigned products.

• Build and execute detailed project plans from kick-off through hyper-care. • Lead implementation workshops, understand customer business goals, and control scope, schedule, and risk to minimize Time-to-Value. • Coordinate integrations with email, SSO, Pactum API, and customer P2P/ERP systems. • Guide customers to apply best-practice playbooks as the subject matter expert on Pactum products. • Design and run training sessions, identify internal champions, and run structured discovery to understand resistance points. • Design engagement strategies that reach buyers where they are. • Track savings, efficiency, and engagement metrics; translate usage data into business impact narratives; and co-lead QBRs with Account Management so executive stakeholders clearly see progress. • Monitor health signals proactively. Flag risks before they escalate, surface expansion opportunities, and execute a structured transition of insights to the Account Management team. Capture lessons learned and feed product insights back to Engineering.

Role Description Du führst Demo-Calls durch, in denen du aktiv zuhörst, die Bedürfnisse unserer Kund:innen im E-Commerce- und SaaS-Bereich verstehst und passende Lösungen ableitest. - Du bearbeitest eigenverantwortlich Support-Tickets und findest schnelle, kundenorientierte Lösungen. - Du arbeitest eng mit unserem Onboarding- & Automation-Team zusammen, um Kundenzufriedenheit sicherzustellen und unsere Lösungen stetig weiterzuentwickeln. - Du erstellst eigenständig Content wie Blogartikel, Templates oder Hilfeseiten und unterstützt aktiv bei der Umsetzung unserer KI- & Content-Strategie. Qualifications - Du bringst Erfahrung im Bereich Finanzbuchhaltung mit – oder hast ein gutes Verständnis für steuernahe Prozesse. - Du hast Erfahrung im direkten Kundenkontakt – idealerweise im SaaS-Umfeld und bringst ein ausgeprägtes Gespür für Kundenbedürfnisse mit. - Du verstehst es, realistische Ziele und KPIs zu definieren, zu verfolgen und zu erreichen – sowohl für dich als auch in Zusammenarbeit mit deinem Team. - Du kommunizierst sicher auf Deutsch und Englisch – schriftlich wie mündlich. - Du bist sicher im Umgang mit gängigen Tools wie Zendesk, Confluence, Slack, Google Workspace oder ähnlichen Systemen. Benefits - Die Möglichkeit, in einem dynamischen Startup eigenständig Projekte voranzutreiben und echten Mehrwert für unsere Kund:innen zu schaffen. - Regelmäßige Entwicklungsgespräche und jährliches Fortbildungsbudget. - Eine offene Unternehmenskultur mit flachen Hierarchien, No-Dresscode, Team Dinners, Sportangeboten, After-Work-Drinks und regelmäßigen Company Offsites. - Remote first oder in unserem Büro direkt am Ostbahnhof – mit Balkon und Blick auf die Spree. - Familienfreundlichkeit durch Flexibilität bei der Organisation Deiner Arbeitszeiten und Arbeitsorte. - Ein attraktives Vergütungspaket und 30 Tage Urlaub.

• Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher-touch service. • Build and foster relationships with key decision makers and stakeholders across multiple customer teams • Engage customers in strategy conversations, to derive maximum value from their investment in HubSpot • Define what success means for your customers and produce detailed plans outlining roadmap to achieve success and share in accountability of their success • Monitor customer health and create risk mitigation plans and Identify and develop new opportunities for expanding customer's usage of new products • Collaborate with other HubSpot teams, and executive leadership, to ensure adoption and successful customer renewals • Resolve customer inquiries by aligning customers with the right resources • Be accountable for the retention of your customers along with providing forecasting insights to our Contract Management team around upcoming renewals • Continuously improve your own skills by leveraging AI, data, and Success Excellence Metrics to consult at scale. • Embody HubSpot’s Culture Commitments by solving for the customer, being bold and learning fast, and aligning, adapting, and going forward together.