What are the responsibilities and job description for the Customer Success Manager position at Procurement Partners?
Description
About Us
Procurement Partners builds intuitive software that helps healthcare organizations automate purchasing, inventory management, and invoicing. We support thousands of facilities in reducing costs and administrative burden, freeing clinicians and staff to spend more time where it matters most — caring for patients and residents.
One of the fastest growing procure-to-pay software companies in healthcare, Procurement Partners is backed by a growth-oriented private equity firm and scaling rapidly toward our next stage of growth. We are building a high-performing team of people who are passionate about technology, innovation, and impact — people who are excited to grow their careers in a fast-moving, collaborative environment where what you build today directly shapes the trajectory of the company.
About The Role
The Customer Success Manager (CSM) is a trusted advisor responsible for driving the long-term success and growth of our customers. This role requires a high level of business acumen, technical aptitude, and a strong ability to communicate value at the executive level. The ideal candidate thrives in a dynamic, fast-paced environment and brings an ownership mentality, a bias for action, and a growth mindset to every customer interaction.
What You'll Do
Strategic Account Management
What You'll Bring:
About Us
Procurement Partners builds intuitive software that helps healthcare organizations automate purchasing, inventory management, and invoicing. We support thousands of facilities in reducing costs and administrative burden, freeing clinicians and staff to spend more time where it matters most — caring for patients and residents.
One of the fastest growing procure-to-pay software companies in healthcare, Procurement Partners is backed by a growth-oriented private equity firm and scaling rapidly toward our next stage of growth. We are building a high-performing team of people who are passionate about technology, innovation, and impact — people who are excited to grow their careers in a fast-moving, collaborative environment where what you build today directly shapes the trajectory of the company.
About The Role
The Customer Success Manager (CSM) is a trusted advisor responsible for driving the long-term success and growth of our customers. This role requires a high level of business acumen, technical aptitude, and a strong ability to communicate value at the executive level. The ideal candidate thrives in a dynamic, fast-paced environment and brings an ownership mentality, a bias for action, and a growth mindset to every customer interaction.
What You'll Do
Strategic Account Management
- Build and maintain trusted relationships with executive stakeholders of our customers, acting as their strategic advisor to drive long-term success
- Lead Executive Business Reviews to ensure alignment between the customer's business objectives and Procurement Partners' solutions, presenting value-driven insights and strategic recommendations
- Develop and execute strategic success plans tailored to the specific goals of each enterprise customer, focusing on driving product adoption, retention, growth, and business outcomes
- Proactively identify and address business risks or barriers to adoption by leveraging internal resources (Support, Product, Engineering) and fostering cross-functional collaboration
- Identify churn risks early and implement mitigation strategies that are proactive, data-informed, and customer-centric
- Drive expansion opportunities in partnership with Sales and proactively contribute to account growth planning
- Actively use customer data and platform insights to recommend improvements, ensure usage growth, and deliver measurable impact
- Serve as the voice of the customer internally, advocating for product enhancements that improve customer experience and drive adoption
What You'll Bring:
- 3 years of experience working as a Customer Success Manager or Account Manager with enterprise-level customers, preferably in a SaaS environment
- Demonstrated experience managing complex, multi-stakeholder relationships at the C-suite and senior executive levels
- Strong understanding of SaaS value drivers and success metrics (e.g., retention, NRR, product adoption)
- Proven track record of developing and executing strategic success plans that drive measurable business outcomes for enterprise customers
- Excellent communication and presentation skills with the ability to translate technical solutions into business impact
- Experience working in the healthcare or procurement industries is a plus, with an understanding of how technological solutions can solve industry-specific challenges
- A track record of delivering results through structured planning, cross-functional alignment, and a bias for action
- Highly analytical and strategic mindset, with the ability to connect customer goals with Procurement Partners' product offerings and market trends
- A proven ability to manage escalations with urgency, leading cross-functional teams to ensure customer satisfaction and long-term retention
- Strong organizational and time-management skills, with the ability to manage multiple high-impact projects and priorities simultaneously
- A passion for customer success, innovation, and continuous learning
- Willingness to travel up to 10% for in-person customer engagements
- Experience working in a Customer Success Platform (e.g., ChurnZero, Gainsight) to track customer engagement, health scores, and lifecycle signals