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Senior Customer Success Manager

Remote

About PartsSource

PartsSource is the leading technology and software platform for managing mission-critical healthcare equipment. Trusted by over 5,000 US hospitals and 15,000 clinical sites, PartsSource empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience.  

PartsSource team members are deeply committed to our mission of Ensuring Healthcare is Always On®, which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.  

As a Senior Customer Success Manager at PartsSource, you will be responsible for driving the success and satisfaction of our customers across four key areas: Strategy, Adoption, Expansion, and Advocacy. Leveraging your strategic mindset, data-driven approach, and customer-centric focus, you will guide high-value clients to maximize the value of their investments, expand their usage of our solutions, and create long-term advocates for PartsSource. This role requires strong relationship management, proactive problem-solving, and the ability to navigate complex client needs while delivering exceptional results.

What You’ll Do:

  1. Strategy:
  • Define Optimization Opportunities: As part of the overall Account Plan / Value Creation Roadmap (VCR), you will be responsible for continuously identifying customer specific optimization opportunities. These opportunities support customer adoption, value realization, and drive outcomes that align with their strategic objectives. Optimization opportunities should ensure customers receive the full value from their investments by maximizing cost savings, efficiency and quality outcomes by leveraging the full suite of features that PartsSource provides.
  • Strategic Mindset: Think about long-term customer success, anticipate challenges, and position PartsSource to help customers achieve sustained value.
  • Lead strategic business reviews by presenting performance metrics and actionable insights to keep customers engaged and aligned with long-term goals.
  1. Adoption:
  • Proactively monitor client health: Regularly assess feature usage, customer outcomes, operational performance, and engagement. Identify gaps and opportunities for deeper product use.
  • Provide training, support, and best practices to ensure clients maximize value from their investment, increasing both process maturity and product feature usage.
  • Gather Voice of the Customer (VOC): Collect feedback to enhance PartsSource offerings, ensuring they align with evolving customer needs.
  • Identify and address potential challenges: Develop action plans for risks to customer success and iterate as needed to ensure successful outcomes.
  1. Expansion:
  • Drive account growth by generating customer success qualified leads (CSQL) through identifying upsell and cross-sell opportunities as a trusted advisor. Leverage customer success stories to demonstrate additional value.
  • Data-Driven Decision Making: Analyze customer data to inform decisions on account growth and feature expansion, ensuring every recommendation is backed by insights.
  • Partner with internal teams to ensure the timely and successful delivery of solutions that meet customer needs and drive additional value.
  1. Advocacy:
  • Build strong relationships with stakeholders, ensuring a diverse group of contacts, from front-line users to senior executives, to create raving fans of PartsSource.
  • Foster customer advocacy by delivering results that exceed expectations, enabling customers to become public advocates through testimonials, case studies, and industry speaking engagements.
  • External Perspective: Stay informed on industry trends and competitors, positioning PartsSource as a trusted leader in the healthcare supply chain space.

Who We Want To Meet:

  • Skill Set:
    • Develop success plans that drive customer adoption and outcomes.
    • Monitor client health and engagement with the product, ensuring customers get the most out of our solutions.
    • Provide comprehensive support, training, and best practices to maximize value.
    • Identify and mitigate risks by developing action plans and ensuring timely execution.
    • Coordinate with internal teams to ensure successful solution delivery.
  • Strategic Mindset: Think critically about long-term goals, the bigger picture, and anticipate future challenges for sustainable customer success.
  • Action-Oriented: Take initiative to address challenges and opportunities with a proactive, can-do attitude.
  • Comfortable with Ambiguity: Adapt to changing situations, adjust strategies as needed, and move forward when things are unclear.
  • Data-Driven: Use data to inform decisions and ensure clients are on the path to success.
  • Relationship Management: Build and nurture strong relationships across all levels of customer organizations, from front-line users to senior executives.
  • Open Communication & Active Listening: Foster transparency and collaboration with customers, internal teams, and stakeholders.
  • Influence: Persuade and motivate both internal teams and customer stakeholders to align on solutions and drive successful outcomes.
  • Customer Focus: Understand customer expectations, empathize with their challenges, and offer solutions that align with their goals.

Your Background:

  • Bachelor’s degree in business, marketing, or a related field.
  • Preferred knowledge of healthcare.
  • Project Management skillset or certification (PMP or large scale project outcomes).
  • 5+ years of experience in customer success, account management, or a similar client-facing role, preferably in a SaaS or tech environment.
  • Experience with Customer Success software such as GainSight, Churn Zero etc.
  • Proven track record in driving customer adoption, expansion, and advocacy initiatives.
  • Strong problem-solving skills, with the ability to think strategically about customer needs and solutions.
  • Excellent communication, interpersonal savvy, and presentation skills, with the ability to influence senior executives and stakeholders.
  • Experience working cross-functionally with sales, marketing, and product teams.
  • Ability to analyze customer data and make data-driven decisions.
  • Customer-focused mindset with a passion for delivering exceptional service.
  • Ability to coach other junior members on the team.

Benefits & Perks  

  • Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
  • Career and professional development through training, coaching and new experiences.
  • Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
  • Inclusive and diverse community of passionate professionals learning and growing together. 

Interested? 

We’d love to hear from you! Submit your resume and an optional cover letter explaining why you’d be a great fit.

About PartsSource 

Since 2001, PartsSource has evolved into the leading technology and software platform for managing mission-critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively maintain their mission-critical equipment.  

In 2021, Bain Capital invested in the platform, further accelerating our growth and long-term impact within the healthcare industry. 

 

PartsSource values diversity and is committed to Equal Employment Opportunity, ensuring decisions are made regardless of race, gender, disability, or background. We welcome applicants from all walks of life and are dedicated to providing an accessible hiring process for everyone.

Legal authorization to work in the U.S. is required. 

 

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