Senior Customer Success Manager

The role

The Senior Customer Success Manager manages a portfolio of strategic enterprise healthcare accounts. This person will drive growth and renewals while helping shape the strategy, processes, and tools for the Customer Success function.

What you will do

• Lead and manage a portfolio of strategic enterprise healthcare accounts.
• Develop and execute tailored success plans.
• Participate in strategic planning, deployment phases, and go-live milestones.
• Address customer concerns and coordinate with cross-functional teams to resolve challenges.
• Drive retention and expansion strategies.
• Contribute to strategic planning and process development for the Customer Success function.
• Identify scalable practices for onboarding, adoption, retention, and expansion.
• Recommend improvements to systems, tools, and workflows.
• Partner with Sales, Marketing, Product, Technical Account Services, and Hardware Operations teams.
• Act as the voice of the customer to inform product and process development.

Required qualifications

• 8+ years of experience in Customer Success.
• Proven track record in managing complex enterprise accounts.
• Strong understanding of customer lifecycle management, renewals, and expansion strategies.
• Experience managing multi-phase projects across healthcare or SaaS environments.
• Excellent communication and stakeholder engagement skills.
• Strong problem-solving and proactive execution abilities.
• Ability to think strategically and contribute to functional growth.
• Experience with CRM tools (Salesforce, HubSpot, etc.).
• Growth mindset and adaptability to startup environments.

Nice to have

• Experience in healthcare technology, safety/security, or RTLS systems.
• Familiarity with change management principles for driving adoption.

About the company

Canopy is dedicated to keeping medical personnel safe at work through innovative technology solutions. They prioritize the safety, security, and efficiency of healthcare environments.