Full-Time

Customer Success Manager

InterSystems

InterSystems

1,001-5,000 employees

Data management and analytics platform for critical applications

Data & Analytics
Financial Services

Senior

Remote in USA

Required Skills
Sales
Communications
Management
Data Analysis
Requirements
  • 5+ years' experience in customer facing roles in customer success, professional services, or account management focused on software, SaaS or managed services
  • 3+ years' experience in the Healthcare delivery, Healthcare insurance operations or Financial Services industries
  • Strong communication skills with demonstrated ability to interact with and present to cross functional senior management stakeholders at customers and internally
  • Strong project management, workflow, and data analytics skills
  • Strong proficiency working with teams in professional services, product management, development and technical customer support
  • Understanding SaaS/Cloud technologies, related benefits, and success requirements
Responsibilities
  • Drive positive and increased adoption across an assigned portfolio of End-User customers to ensure they achieve maximum value from InterSystems solutions
  • Understand and track customer’s business objectives, priorities, and value KPIs to ensure adoption activities and our partnership are aligned to deliver against goals
  • Lead proactive adoption activities and deliverables such as MSPs, Value Assurance Check-ins, QBRs, and involve sales, sales engineering, client services & support, professional services, product and others
  • Build and strengthen customer executive and operating team relationships with key stakeholders
  • Lead and facilitate post-go-live customer cadence calls following strong program management practices
  • Act as the program manager on major customer issues, requirements, and/or expectation gaps that require strong alignment and communication across multiple departments
  • Monitor customer health data/KPIs to anticipate major risks/opportunities, mobilize and drive resources required to act based on the CSMs assessment
  • Ensure customers are aware, educated and capitalizing on contracted product capabilities, upcoming fixes/patches, security updates and other releases
  • Provide 'voice of the customer' feedback to Product Management and Services on improvements and fixes to increase adoption, value, performance, and stability
  • Identify customer use case and solution expansion opportunities as they emerge, communicate them to the responsible sales executive and sales engineer to act on
  • Drive Customer Success initiatives, such as playbook development, Voice of the Customer-Net Promoter Score (NPS) survey and other tools

InterSystems stands out as a leading data management company, providing reliable and scalable software solutions that power critical applications in healthcare, business, and government sectors. The company's commitment to interoperability, reliability, intuitiveness, and scalability (IRIS principle) has earned it prestigious industry recognition, including a Leader position in the Gartner Magic Quadrant and Best in KLAS awards. With its technology managing over 1 billion health records worldwide, mapping over 1 billion stars in the Milky Way, and processing significant daily transactions for shipping companies and global banks, InterSystems demonstrates a unique competitive edge in handling data-rich, mission-critical solutions.

Company Stage

N/A

Total Funding

N/A

Headquarters

Cambridge, Massachusetts

Founded

1978

Growth & Insights
Headcount

6 month growth

3%

1 year growth

10%

2 year growth

11%

Benefits

Generous parental leave

Flexible work schedule

Family medical leave

Health insurance benefits

Wellness programs

Professional development

401k

Generous PTO

INACTIVE