Customer Success Manager

Job ID
# of Openings
Office and Administrative Support


Job Purpose:


Build relationships with customer’s management-level stakeholders (product champions) to drive project success and grow adoption of new Medical Solutions after the initial sale.   (Change orders, New Solutions, Upgrades).  Bridge the customer relationship gap between Sales and Project Management. This includes managing customer expectations and creating SOWs in conjunction with the customer and product management. Objectively Increase customer satisfaction, client retention, and adoption rate of Medical Solutions products with existing clients.


Essential Duties:

  • Develop a clear and concise understanding of the customer needs and expectations and own the documentation these needs in project SOWs
  • Collaborate with Project Management and Product Management to deliver on the customer needs and expectations as defined in the SOW.
  • Participate as SME in RFP processes for medical solutions
  • Engage with customers to help them achieve operational efficiencies, improve performance, and maximize the value they receive from our solutions
  • Drive adoption of Securus Medical Solutions products and work with Sales and Product Management to accelerate new opportunities
  • Promote the Securus Medical Solutions SaaS technology strategy with legacy EMR clients, with the goal of 100% conversion to SaaS
  • Measure and report on the performance of products installed

Knowledge, Skills, and Abilities:

  • Strong operational experience – structured, process oriented, and data driven
  • Industry knowledge of best practices in IT project management, medical software and SaaS
  • Polished communication skills (written, verbal, and presentation)
  • Demonstrated track record for delivering results
  • Strong problem-solving skills
  • Highly proficiency with computer technology and office applications (Word, PowerPoint, Excel, Outlook, Salesforce, and SharePoint)
  • Team-building, organization and time management skills
  • Sales skills/experience, driving strategic change/improvements
  • Ability and availability to travel: 30%


Minimum Qualifications:

  • Bachelor’s Degree or equivalent work experience
  • 6+ years of client management experience within a technical organization
  • Experience in developing profitable, long-term client relationships
  • Experience in business analysis and translating customer needs into a high-level statement of requirements for internal product/service package alignment.
  • Experience in process development, consulting or technical services

Preferred Qualifications:

  • Bachelor’s Degree
  • Previous experience in escalation and issue management and managing customer expectations
  • Experience in the implementation of Medical Software.
  • Experience working with clients in the public sector and/or correctional institutions (Jails & Prisons)   

Physical Requirements:

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 25 pounds. 


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin



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