TigerConnect
Sr. Manager, Customer Success Management - Mid-Market
TigerConnect, Santa Monica, California, United States, 90403
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 Doing
Develop and execute the strategic roadmap for Mid-Market, Non-Acute, and pre-hospital CSM teams
Lead, mentor, and grow a high-performing CSM team with a focus on accountability and development
Serve as executive sponsor for key accounts, aligning on strategic goals and outcomes
Drive successful Business Value Reviews (BVRs) and ensure all accounts have Success Plans in Gainsight
Design and implement scalable customer success playbooks focused on retention and expansion
Lead resolution of critical customer escalations with urgency and long-term relationship focus
Monitor and improve KPIs including NPS, CSAT, and customer health scores
Deliver weekly executive updates on portfolio health, risks, and strategic initiatives
Collaborate cross-functionally with Sales, Product, Support, and CSG Ops to align on customer needs
Continuously optimize customer engagement strategies to drive loyalty, advocacy, and value realization
What You Bring
8+ years of experience in Customer Success, Account Management, or related roles in SaaS or healthcare tech
Proven leadership in managing and developing high-performing teams
Strong executive presence and ability to build trust with C-level stakeholders
Expertise in aligning CS strategies with business goals to drive measurable results
Skilled in identifying and mitigating customer risks and managing escalations effectively
Data-driven mindset with hands-on experience using Gainsight, Salesforce, or similar tools
Success in managing Mid-Market and pre-hospital accounts with high retention and satisfaction
Experience building and executing CS playbooks to scale processes and engagement
Excellent communication skills, both verbal and written, with ability to simplify the complex
Comfortable collaborating across Product, Sales, and Support to drive customer success outcomes
Perks & Benefits We Offer:
Enjoy remote flexibility with teams across the US and globally - plus prime office space in Santa Monica, California
Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match
Focus 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 schedule
Join a mission-driven team committed to making a real impact in the world of healthcare
Our 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.
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 Doing
Develop and execute the strategic roadmap for Mid-Market, Non-Acute, and pre-hospital CSM teams
Lead, mentor, and grow a high-performing CSM team with a focus on accountability and development
Serve as executive sponsor for key accounts, aligning on strategic goals and outcomes
Drive successful Business Value Reviews (BVRs) and ensure all accounts have Success Plans in Gainsight
Design and implement scalable customer success playbooks focused on retention and expansion
Lead resolution of critical customer escalations with urgency and long-term relationship focus
Monitor and improve KPIs including NPS, CSAT, and customer health scores
Deliver weekly executive updates on portfolio health, risks, and strategic initiatives
Collaborate cross-functionally with Sales, Product, Support, and CSG Ops to align on customer needs
Continuously optimize customer engagement strategies to drive loyalty, advocacy, and value realization
What You Bring
8+ years of experience in Customer Success, Account Management, or related roles in SaaS or healthcare tech
Proven leadership in managing and developing high-performing teams
Strong executive presence and ability to build trust with C-level stakeholders
Expertise in aligning CS strategies with business goals to drive measurable results
Skilled in identifying and mitigating customer risks and managing escalations effectively
Data-driven mindset with hands-on experience using Gainsight, Salesforce, or similar tools
Success in managing Mid-Market and pre-hospital accounts with high retention and satisfaction
Experience building and executing CS playbooks to scale processes and engagement
Excellent communication skills, both verbal and written, with ability to simplify the complex
Comfortable collaborating across Product, Sales, and Support to drive customer success outcomes
Perks & Benefits We Offer:
Enjoy remote flexibility with teams across the US and globally - plus prime office space in Santa Monica, California
Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match
Focus 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 schedule
Join a mission-driven team committed to making a real impact in the world of healthcare
Our 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.