About the job
The mission of the InterSystems Customer Success Management team is to empower our End-User Customers across the Health Care, Public, and Financial Services sectors to fully utilize our software solutions, ensuring they derive measurable business value and maintain high satisfaction levels with our partnership. As a Customer Success Manager (CSM), you will play a pivotal role in leading and executing strategies that foster collaboration between customers and various internal teams—sales, engineering, client services, professional services, product, and marketing—to achieve this mission.
Key Responsibilities of the Customer Success Manager (CSM):
- Enhance customer engagement and software adoption for a designated portfolio of End-User customers (ranging from 8 to 20, depending on their complexity and revenue) to maximize their value from InterSystems solutions.
- Monitor and understand customer business objectives, priorities, and key performance indicators (KPIs) to align adoption initiatives and partnerships with their goals.
- Lead proactive adoption strategies and deliverables, including Managed Services Plans (MSPs), Value Assurance Check-ins, Quarterly Business Reviews (QBRs), while collaborating with sales, engineering, client services, and other teams.
- Establish and nurture relationships with key customer stakeholders, including CIOs, CTOs, Program Sponsors, and leads in IT, Interoperability, Analytics, and Clinical Outcomes.
- Facilitate post-go-live customer cadence calls employing effective program management techniques, ensuring agendas focus on progress and issue resolution, involving the right InterSystems experts.
- Act as the program manager addressing significant customer issues, requirements, or expectation gaps, ensuring clear communication and alignment across multiple departments such as support, product management, development, and sales.
- Analyze customer health data and KPIs to foresee major risks and opportunities, mobilizing necessary resources based on your assessments.
- Ensure customers are well-informed and leveraging contractual product capabilities, including updates and security patches, by collaborating with InterSystems product experts.
- Be recognized as a “trusted advisor” by consistently offering data-driven recommendations to enhance adoption and connecting customers with relevant experts.
- Provide the “voice of the customer” feedback to Product Management and Services to suggest improvements that elevate adoption, value, performance, and stability.

