Leader, Customer Success Management

QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 800 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day. 

At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry. 

QGenda is headquartered in Atlanta. 

To learn more about QGenda, visit us at qgenda.com or follow us on Instagram or LinkedIn. 

The Leader, Customer Success Management supervises a team of Customer Success Managers and is responsible for managing the team’s workload, coaching on best practices, driving adoption and maximizing value while minimizing churn, achieving a high NRR for all team’s portfolio accounts, and contributing to team strategy and process development.

Core Responsibilities:

• Ensure success and renewal of their team’s customer base
• Serves as primary point of escalation on behalf of their team and its customers, uses discretion to loop in additional leadership as necessary.  
• Maintain a deep functional understanding of our solutions in order to educate customers and the CSM team about the most relevant features/functionality/products driving increased ROI relative to customers’ specific business needs. 
• Prepare and participate in customer Executive Business Reviews (EBRs) alongside CSMs
• Attend Key Account Reviews (KARs) on portfolio accounts and work with CSM to develop a ‘Get Well’ plan for any known risks.
• Ensure best practices are established and followed for ongoing QGenda governance
• Support the team with strategy, problem solving, and execution on internal and customer-facing matters
• Drive “Best Practices” and act as thought leader, making recommendations for new solutions and procedures to problems
• Ensures all team’s portfolio accounts are maximizing Net Revenue Retention
• Ensure compliance to team based KPIs and completion of job activities such as business reviews and other customer-facing/internal activities
• Support and implement CX and corporate initiatives 
• Responsible for team performance metrics and reporting 
• Responsible for all HR aspects of employee management
• Provide continuous feedback to direct reports through regular coaching, employee development and annual performance reviews 
• Perform comprehensive employee development planning to support growth of employees to achieve goals, objectives, and enable career development 
• Voices feedback and concerns of team members to the leadership team

• Experience providing direction on customer engagements, in a matrixed environment 
• Ability to interact and build relationships with customers and executive contacts as a leadership contact and point of escalation 
• Experience providing presentations to diverse audiences 
• Ability to inspire, motivate, and facilitate in order to improve the productivity of the team 
• Strong delegation skills and ability to break down complex tasks into actionable components
• Basic understanding of CS & company financials 
• Experience understanding business problems, products, processes and technical challenges and thrive on connecting technology with measurable business value for customers and the internal organization 
• Working knowledge of customer expectations across area of speciality 
• Ability to create and utilize reports and dashboards to manage team performance 
• Experience delivering and supporting SaaS products is an advantage 
• Customer Success Platform experience (e.g. Planhat, Gainsight) highly desired
• Background in Customer Success, Account Management, or Professional Services, is highly desired

• Bachelor degree or equivalent work experience 
• 4+ years of relevant experience for specific function being managed 
• Ability to travel for customer meetings, conferences, and other industry events

• Experience with Customer Success Platforms (i.e. PlanHat)
• Success Coaching CSSM Level 1-5 certifications
• Experience/exposure to Healthcare market and IT ecosystem

We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes: 

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match 
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more 

QGenda delivers technology solutions to improve how healthcare is delivered and increase access — for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion and equity for all. 

QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law. 

If you require accommodations or assistance to complete the online application process, please contact recruiting@qgenda.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. We will respond to your email promptly.