Customer Success Manager

The Customer Success Manager (CSM) role supports HANDLE’s Capital Cycle Management
(CCM) platform and is the single point of accountability with our customers from
implementation and adoption to renewal, and advocacy. The CCM customer journey is unique
for every healthcare organization, and you will be provided the opportunity to contribute to an
ever-growing playbook of Customer Success best practices and healthcare supply chain thought
leadership. HANDLE CSMs will also utilize their client and industry expertise to work cross-
functionally inside our organization to aid in product development, sales, and marketing

What You’ll Do

  • Aid in pre-sales engagement to ensure customer/product fit
  • Manage implementation process for new CCM customers
  • Provide product training and support to CCM customers
  • Set and track measurable outcomes to drive return on investment (ROI) with Customers
  • Hold Customer and Handle Global accountable for delivering against ROI criteria
  • Engage across the Customer’s organization and work cross-functionally within Handle to identify opportunities and risks, and present recommendations & solutions
  • Proactively reach out to customers weekly to ensure satisfaction and build/ manage relationships
  • Recommend best practices for use of CCM platform based on customer needs/workflows
  • Lead customer stakeholder calls and QBRs
  • Customer firefighting & problem-solving
  • Be the first line of defense for customer support calls
  • Prioritize customer issues
  • Collect product feedback
  • Manage customer renewal cycle
  • Identify customer expansion/upsell opportunities
  • Become an expert in Handle Global’s CCM platform and other various offerings
  • Contribute to and monitor customer health dashboard
  • Empower the voice of the customer
  • Potentially travel for on-site customer meetings
  • Create HANDLE brand advocates amongst your customer portfolio and aid in the creation of marketing materials
  • Other duties as assigned

What We’re Looking For

  • Ability to prioritize and perform in a startup environment
  • You own outcomes and have a bias towards action
  • You thrive in ambiguity
  • Strong technology acumen
  • BA/BS or Equivalent
  • 3+ years of SaaS customer success experience
  • 2+ years working with healthcare systems
  • Local or regional to Louisville, KY preferred (remote will be considered with up to 25% travel assumed)

Bonus Points If You Have

  • Deep understanding of the capital management process inside healthcare systems
  • Experience engaging with senior healthcare provider leadership
  • Experience working with tools like Salesforce, Pendo, Hubspot, SurveyMonkey, Google Suite, Slack, Log Rocket, Trello, Jira
  • Experience collaborating with product teams and driving enhancements through empowering the voice of the customer

HANDLE Global is an Equal Opportunity Employer. HANDLE Global does not discriminate against
any applicant for employment because of age, gender, sexual orientation, race, religion,
national origin, ethnicity, veteran status, or disability.
Search Firm Representatives Please Read Carefully:

HANDLE Global is not accepting unsolicited assistance from search firms for this employment
opportunity. Please: no phone calls or emails. All resumes submitted by search firms to any
employee at HANDLE Global via email, the Internet or in any form and/or method without a
valid written search agreement in place for this position will be deemed the sole property of
HANDLE Global. No fee will be paid in the event the candidate is hired by HANDLE Global as a
result of the referral or through other means.

Job Type: Full Time
Job Location: Louisville

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