Success Manager

Job DetailsJob Location: USA Remote - Nashville, TN 37203Position Type: Full TimeEducation Level: 4 Year DegreeTravel Percentage: NegligibleJob Shift: DayCompany Overview   HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.   HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives.   Why Join Us   At HealthStream, you’ll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.   Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care – a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.     We’re proud of our values-forward culture that offers our people:   Mission-oriented work Diverse and inclusive culture Competitive Compensation & Bonuses Comprehensive Insurance Plans Mental and Physical Health Support Work-from-home flexibility Fitness Center Reimbursements Streaming Good time off for volunteering Wellness workshops Buddy Program for new HealthStreamers Collaborative work environment Career growth opportunities Continuous learning opportunities Inspiring workspaces to collaborate and connect with other HealthStreamers Free employee parking at our Resource Centers in Nashville and San Diego     At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.   We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!   HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.       Position Information     Position Overview The Success Manager plays a key role in driving customer success by cultivating strategic relationships with both internal and external stakeholders, delivering impactful business outcomes, and supporting the broader mission of empowering customers for transformational success.  This proactive, solution-oriented leader takes ownership of customer retention, growth, and value realization while collaborating across teams. The Success Manager is responsible for achieving key business metrics, fostering continuous improvement, and supporting strategic initiatives that drive both customer success and organizational growth, ensuring alignment with company goals and customer lifecycle needs.  The Success Manager sets the standard in managing high-value accounts, identifying opportunities for process improvements, and implementing customer-driven solutions. This role shares their subject matter expertise with peers and cross-functional partners, promotes a culture of collaboration, and supports initiatives that enhance both customer experience and internal efficiencies.     Key Responsibilities You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training. Cultivates and maintains a consultative relationship with key customer stakeholders, ensuring satisfaction, adoption, product utilization, and progress towards organizational goals.  Interacts and builds relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints.  Advises assigned customers on best practices with a significant focus on the onboarding phase of the customer journey to ensure customers are set up to achieve their desired business outcomes and experience ongoing value realization.  Leverages customer data to analyze and proactively intervene to drive improvements in product adoption and utilization, both at scale and through personalized one-on-one engagement, ensuring long-term customer retention and growth.  Maintains documentation of customer engagement activities, risk status, and other relevant information to ensure visibility, accuracy of metrics, and effective automated processes.  Collaborates cross-functionally to deliver seamless customer experiences, share customer feedback for continuous improvement, and execute account renewal and risk remediation strategies to meet organizational retention targets.  Serves as a liaison with Product Management on user groups, product updates / rollouts, surveys, customer pilots, feedback, and joint webinars.  Maintains deep understanding of product design, performance metrics, and how products drive customer outcomes.  Partners with cross-functional teams to ensure that self-service resources are accurate, up-to-date, and meet customer needs.   Identifies and nurtures referenceable accounts and supports capture of customers’ success stories and ROI metrics.  Supports the onboarding of new team members and cross-functional colleagues.  Proactively identifies and addresses challenges or bottlenecks in customer processes, suggesting and implementing improvements.  Shares product knowledge with peers and cross-functional partners, fostering a collaborative learning environment.  Supports efforts to drive process improvements and strategic initiatives, both cross-functionally and within the Success team, to enhance customer outcomes and improve internal effectiveness.  QualificationsRequirements Experienced professional with a minimum of a bachelor's degree in healthcare, business, technical, or related field  Minimum 2 years in a B2B customer success/sales or related role  Experience in a healthcare organization preferred  Experience with HealthStream products from an administrator level is a plus  Experience in a SaaS business highly desirable  Nursing degree, RN, and/or clinical experience preferred    Qualifications Technical Expertise: Proficiency in the use of Microsoft Office Products; experience with a success management platform (such as Totango or Gainsight) is desirable.  Communication and Presentation Skills: Ability to effectively communicate and present complex ideas, strategies, and insights to executive-level internal and external stakeholders, ensuring alignment, building consensus, and fostering informed decision-making.   Data Fluency: Understanding of data and its application to defining customer success.     Customer Relationship Management: Ability to build and nurture strong, strategic relationships with both internal and external stakeholders to drive long-term customer success.  Data-Driven Decision Making: Demonstrated proficiency in analyzing customer data to identify trends, areas for improvement, and opportunities for growth and retention.  Confidence without Hubris: Ability to challenge existing approaches with expert recommendations in a diplomatic and nuanced manner to foster constructive dialogue and drive positive change, while recognizing the limits of one's own expertise and recognizing when to seek further guidance.  Cross-Functional Collaboration: Strong ability to collaborate with teams across departments (e.g., Sales, Product, Customer Support) to ensure cohesive strategies that align with customer success goals and organizational objectives.  Problem-Solving and Innovation: A solutions-oriented mindset with the ability to proactively identify problems and recommend creative, customer-driven solutions.  Leadership: Exhibits positivity and leads by example contributing to high team morale.  Strategic Thinking: Ability to understand and support strategic initiatives that align customer success with broader business objectives, demonstrating a commercially focused mindset and ensuring measurable outcomes.   Prioritization, Organization, & Execution: Exceptional time management and follow-through to successfully manage competing priorities and ensure impactful results.  Customer-Centric: Consistently prioritizes the customer experience, advocating for their needs and ensuring the delivery of value at every stage of the customer lifecycle.  Growth Mindset: Willingness to learn, grow, and continuously improve with an openness to feedback and opportunities for development.  Adaptable and Resourceful: Comfortable in a dynamic, innovative environment, able to think swiftly and pivot as needed to meet evolving business and customer needs.  Results-Oriented: Focused on driving business outcomes, with a strong emphasis on delivering tangible, measurable results.  Technically Savvy: Comfortable with technology to develop an in-depth understanding of HealthStream products/solutions.  Ability to Travel: Travel up to 20%, staying overnight as needed to meet customer and internal company needs.   Compensation The salary range for this position is $70,352 - 100,000. Salary will be determined on the candidate’s level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles.   Benefits    HealthStream offers a comprehensive benefits package to eligible employees, including:    Medical, Dental and Vision insurance  Paid Time Off  Parental Leave  401k and Roth  Flexible Spending Account  Health Savings Account  Life Insurance  Short- and Long-Term Disability  Medical Bridge Insurance  Critical Illness Insurance  Accident Insurance  Identity Protection  Legal Protection  Pet Insurance  Employee Assistance Program  Fitness Reimbursement      Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare.