Sr. Manager, Customer Success Management – Mid-Market

Sr. Manager, Customer Success Management – Mid-MarketJoin to apply for the Sr. Manager, Customer Success Management – Mid-Market role at TigerConnectSr. Manager, Customer Success Management – Mid-Market2 days ago Be among the first 25 applicantsJoin to apply for the Sr. Manager, Customer Success Management – Mid-Market role at TigerConnectGet AI-powered advice on this job and more exclusive features.TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.TigerConnect is seeking a dynamic and experienced Senior Manager, Customer Success Management (CSM) to lead our Mid-Market and pre-hospital Customer Success teams. This role is pivotal in driving the success of our Mid-Market customers and pre-hospital platform users by ensuring exceptional service delivery, maximizing retention, and fostering long-term growth. As a strategic leader, you will oversee a team of Customer Success Managers (CSMs), provide executive-level guidance, and serve as a customer advocate within the organization.You will play a vital role in aligning customer success initiatives with TigerConnect’s vision of transforming healthcare communication and collaboration. This position requires a mix of strategic planning, operational oversight, customer advocacy, and team leadership to deliver outstanding results for both our customers and our business.What You’ll Be DoingDevelop and execute the strategic roadmap for Mid-Market, Non-Acute, and pre-hospital CSM teamsLead, mentor, and grow a high-performing CSM team with a focus on accountability and developmentServe as executive sponsor for key accounts, aligning on strategic goals and outcomesDrive successful Business Value Reviews (BVRs) and ensure all accounts have Success Plans in GainsightDesign and implement scalable customer success playbooks focused on retention and expansionLead resolution of critical customer escalations with urgency and long-term relationship focusMonitor and improve KPIs including NPS, CSAT, and customer health scoresDeliver weekly executive updates on portfolio health, risks, and strategic initiativesCollaborate cross-functionally with Sales, Product, Support, and CSG Ops to align on customer needsContinuously optimize customer engagement strategies to drive loyalty, advocacy, and value realizationWhat You Bring8+ years of experience in Customer Success, Account Management, or related roles in SaaS or healthcare techProven leadership in managing and developing high-performing teamsStrong executive presence and ability to build trust with C-level stakeholdersExpertise in aligning CS strategies with business goals to drive measurable resultsSkilled in identifying and mitigating customer risks and managing escalations effectivelyData-driven mindset with hands-on experience using Gainsight, Salesforce, or similar toolsSuccess in managing Mid-Market and pre-hospital accounts with high retention and satisfactionExperience building and executing CS playbooks to scale processes and engagementExcellent communication skills, both verbal and written, with ability to simplify the complexComfortable collaborating across Product, Sales, and Support to drive customer success outcomesPerks & Benefits We Offer:Enjoy remote flexibility with teams across the US and globally - plus prime office space in Santa Monica, CaliforniaExcellent Medical, Dental, and Vision insurance for you and your family plus a 401k matchFocus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)Our flexible time off lets you work hard and play hard—on your scheduleJoin a mission-driven team committed to making a real impact in the world of healthcareOur mission is to provide a healthcare communication solution that radically improves the way care is delivered. We’ve been recognized as one of the Best Places to Work in Los Angeles (2022, 2023, 2024, 2025), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000’s list of Fastest Growing Companies (2023).TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesSoftware Development, Hospitals and Health Care, and IT Services and IT ConsultingReferrals increase your chances of interviewing at TigerConnect by 2xSign in to set job alerts for “Manager of Customer Success” roles.Santa Monica, CA $103,500.00-$138,800.00 3 weeks agoRegional Partner Manager, Customer Support - Trust & Safety, Los AngelesLos Angeles, CA $83,600.00-$143,555.00 4 weeks agoSupervisor, Starlink Enterprise Customer SupportHawthorne, CA $95,000.00-$135,000.00 2 weeks agoLos Angeles, CA $75,000.00-$85,000.00 3 weeks agoLos Angeles Metropolitan Area 1 month agoAirline Duty Manager - Customer Service ($66k)Hawthorne, CA $95,000.00-$115,000.00 3 days agoAssistant Manager - Service Experience - Westfield Culver City RackManager, Workforce Planning (Starlink Customer Success)Hawthorne, CA $130,000.00-$180,000.00 10 hours agoClient Services Supervisor (Theaters and Residencies)Client Services Supervisor (Theaters and Residencies) - AXSClient Services Supervisor (Theaters and Residencies)Part Time Customer Experience CoordinatorRedondo Beach, CA $17.50-$18.00 3 weeks agoCulver City, CA $60,170.00-$100,100.00 2 days agoGeneral Merchandise Customer Service/Floor ManagerLos Angeles, CA $49,875.00-$57,000.00 4 weeks agoLos Angeles, CA $90,000.00-$120,000.00 2 weeks agoClient Services Supervisor (Arenas and Stadiums)We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

Created: 2025-09-17