Regional Manager, Customer Success – East (Remote)
Role Overview
In this position, you will lead a distributed team of Customer Success Managers focused on ensuring strong customer outcomes across the eastern region. Your primary responsibility is to guide strategic accounts through successful onboarding, ongoing adoption, renewal, and expansion of a smart hospital technology platform. You will play a central role in shaping customer experience and long-term satisfaction.
Key Responsibilities
- Coach, mentor, and grow a regional team of Customer Success professionals, fostering a culture of accountability and continuous improvement
- Monitor and improve customer health metrics, renewal rates, and expansion opportunities
- Recruit, onboard, and train new team members to maintain high performance standards
- Collaborate with Sales, Technical Support, Marketing, Engineering, and Customer Excellence teams to align on customer goals
- Serve as a key point of contact for escalated customer issues, stepping in when necessary to support resolution
- Develop and refine regional processes, performance metrics, and reporting frameworks to enhance team effectiveness
Qualifications
A bachelor’s degree is required. Candidates should bring at least eight years of experience in customer success or account management, including a minimum of three years in leadership roles involving team development, coaching, and performance management. Some travel (up to 20%) may be required.
Preferred Background
- Experience in healthcare technology or enterprise SaaS environments
- Familiarity with customer success platforms and CRM systems
- Proven ability to manage complex customer challenges and deliver positive resolutions
- Project management skills with a focus on execution and follow-through
- Experience with digital health or connected medical device solutions is a plus
Work Environment
This is a remote position with flexibility to work from any location in the United States. The role supports a culture of clear communication, professional conduct, and consistent delivery. You will operate within a structured framework that emphasizes customer empowerment and operational excellence.
Compensation & Benefits
Pay is structured according to job level, with annual salary ranges from $102,600 to $222,300 USD. The company is committed to equal opportunity employment and does not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. Employees are protected in their right to discuss compensation, in alignment with federal guidelines.
