CX Manager - Health & Life Sciences

Key Responsibilities

Technical Enablement & Product Adoption

• Serve as the primary technical point of contact for assigned accounts.
• Support onboarding, product training, and enablement to ensure seamless deployment and product usage.
• Translate business needs into technical solutions; drive use case road map and guide feature utilization.
• Demonstrate product features and capabilities within the platform
• Partner with customer to strategize on adoption and innovation roadmap
• Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements.
• Understand and disseminate technical best practices to customers

Customer Success & Strategic Alignment

• Build and maintain strong relationships with key executive and operational stakeholders.
• Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals.
• Drive customer health and retention by identifying risks and delivering proactive success plans.
• Partner with customers to develop change management strategies for successful adoption.
• Manage customer risks and escalations

Data-Driven Value Realization

• Analyze product usage data and customer insights to identify opportunities for greater impact.
• Develop and share case studies highlighting customer success and measurable outcomes.

Cross-Functional Collaboration

• Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience.
• Provide feedback to product and engineering teams based on customer input and usage patterns.
• Support renewal and expansion efforts by aligning product value with customer goals.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
• Preferred experience in financial services, healthcare/lifesciences, retail and consumer products
• Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred
• Experience in software deployments and implementation methodologies such as agile and waterfall
• Proven ability to align technology solutions to strategic business outcomes.
• Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.
• Experience with customer journey mapping, stakeholder management, and success planning.
• Skilled in interpreting analytics to drive adoption and mitigate churn.
• Excellent written and verbal communication skills, with a consulting mindset.
• Willingness to travel up to 20%.