Customer Success Manager

01 Dec 2021
01 Jan 2022
Full Time
Contract Type



As a RIS Customer Success Manager, you will be responsible for engaging with a portfolio of customers post-implementation to ensure that they are successful in adopting and using our products. You will be focused on effectively onboarding your customers, driving strong adoption from the onset, and maximizing customer satisfaction, growth and retention. This requires a deep understanding of each customer’s use cases and desired outcomes. You act as the voice of the customer internally within RIS, advocating for your customers by bringing back feedback from the field to our product and engineering teams. You will work in tandem with our Roche colleagues in each country to provide a seamless customer experience. The Customer Success Manager develops relationships with a wide range of stakeholders within the laboratory or hospital, both technical and commercial. As a trusted adviser and coach to the customer, you continuously articulate value and support your customers with achieving their desired outcomes. 




Key Responsibilities


  • Manage a portfolio of key customers through strong relationship-building, stakeholder engagement, and proactive communication


  • Work consistently and proactively to drive user adoption across the organization


  • Closely monitor success metrics and conduct regular business reviews with Roche affiliates and customers to discuss strategic initiatives and align with each customer’s success criteria


  • Use excellent communication skills to disseminate best practices and product updates


  • Serve as an advocate for your customers in driving the improvement and evolution of our products and services by bringing thoughtful feedback back to the RIS team


  • Be a trusted advisor for your customers, based on strong product and industry knowledge


  • Establish and build strong customer relationships over time that allow for continuity and ongoing partnership, as well as building a catalog of reference customers


  • Build relationships and partner closely with our Roche counterparts in each country and region, to align with their customer account management approach


  • Train customers on the use of RIS products


  • Drive growth and retention of accounts through deep understanding of your customers’ use cases


  • Identify risks within customer accounts and drive internal action plans to eliminate those risks


  • Collaborate and communicate effectively with cross-functional internal teams including sales, service delivery, marketing, support and product management


  • Serve as an ambassador of RIS and Roche in all customer interactions, maintaining the highest level of professionalism and service 


  • Periodic travel is required










  • Proven track record of successfully managing a portfolio of accounts, from training and throughout the customer lifecycle, with a history of exceeding customer expectations


  • Outstanding communication, time management and organizational skills with strong attention to detail


  • Positive, self-starter attitude; can work independently with little direction when necessary  


  • Experience working with software applications


  • Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues


  • Team player with strong collaborative skills


  • Ability to adapt style and approach depending on audience 


  • Confidence in working with stakeholders at all levels of an organization


  • Data-focused approach to continuously drive additional efficiency


  • Problem solver who takes initiative to build new approaches to their work




Qualifications & Experience: 


  • Bachelor’s degree required, preferably in business administration, IT or a technical discipline


  • 2+ years of experience in Customer Success, Account Management, or related customer-facing positions


  • Deep understanding of software and laboratory operations in one or more of the following roles: account management, software consulting, project management


  • SaaS experience a plus


  • Solid knowledge in healthcare business intelligence, enterprise analytics, enterprise performance management


  • Successful track record in reaching or exceeding goals in customer retention, customer satisfaction, and account renewals


  • Solid knowledge of healthcare and experience interacting with Hospital Information Systems


  • Language requirements, as applicable


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