Leader, Customer Success Management

Who We Are

QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 800 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day.

At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry.

QGenda is headquartered in Atlanta.

To learn more about QGenda, visit us at qgenda.com or follow us on Instagram or LinkedIn .

About Your Role

The Leader, Customer Success Management supervises a team of Customer Success Managers and is responsible for managing the team’s workload, coaching on best practices, driving adoption and maximizing value while minimizing churn, achieving a high NRR for all team’s portfolio accounts, and contributing to team strategy and process development.

How You’ll Make an Impact

Core Responsibilities :

Ensure success and renewal of their team’s customer base

Serves as primary point of escalation on behalf of their team and its customers, uses discretion to loop in additional leadership as necessary.

Maintain a deep functional understanding of our solutions in order to educate customers and the CSM team about the most relevant features/functionality/products driving increased ROI relative to customers’ specific business needs.

Prepare and participate in customer Executive Business Reviews (EBRs) alongside CSMs

Attend Key Account Reviews (KARs) on portfolio accounts and work with CSM to develop a ‘Get Well’ plan for any known risks.

Ensure best practices are established and followed for ongoing QGenda governance

Support the team with strategy, problem solving, and execution on internal and customer-facing matters

Drive “Best Practices” and act as thought leader, making recommendations for new solutions and procedures to problems

Ensures all team’s portfolio accounts are maximizing Net Revenue Retention

Ensure compliance to team based KPIs and completion of job activities such as business reviews and other customer-facing/internal activities

Support and implement CX and corporate initiatives

Responsible for team performance metrics and reporting

Responsible for all HR aspects of employee management

Provide continuous feedback to direct reports through regular coaching, employee development and annual performance reviews

Perform comprehensive employee development planning to support growth of employees to achieve goals, objectives, and enable career development

Voices feedback and concerns of team members to the leadership team

Who You Are

Experience providing direction on customer engagements, in a matrixed environment

Ability to interact and build relationships with customers and executive contacts as a leadership contact and point of escalation

Experience providing presentations to diverse audiences

Ability to inspire, motivate, and facilitate in order to improve the productivity of the team

Strong delegation skills and ability to break down complex tasks into actionable components

Basic understanding of CS & company financials

Experience understanding business problems, products, processes and technical challenges and thrive on connecting technology with measurable business value for customers and the internal organization

Working knowledge of customer expectations across area of speciality

Ability to create and utilize reports and dashboards to manage team performance

Experience delivering and supporting SaaS products is an advantage

Customer Success Platform experience (e.g. Planhat, Gainsight) highly desired

Background in Customer Success, Account Management, or Professional Services, is highly desired

Experience You Bring

Bachelor degree or equivalent work experience

4+ years of relevant experience for specific function being managed

Ability to travel for customer meetings, conferences, and other industry events

Not Required, but Nice to Have

Experience with Customer Success Platforms (i.e. PlanHat)

Success Coaching CSSM Level 1-5 certifications

Experience/exposure to Healthcare market and IT ecosystem

Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.

What’s In It For You

We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes:

Fully company-paid options for medical (both in-person and virtual), dental and vision insurance

Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance

Paid parental leave for birth, adoption or permanent placement

401(k) with company match

Options to work in a hybrid-working model or remotely from home, depending on the position

Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

QGenda delivers technology solutions to improve how healthcare is delivered and increase access — for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion and equity for all.

QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law.

If you require accommodations or assistance to complete the online application process, please contact recruiting@qgenda.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. We will respond to your email promptly.