Customer Success Manager; CSM

Job Title

Customer Success Manager (CSM) – Workforce Management SaaS Solution

Staff Ready

Spokane, WA or anywhere in the USA (Remote)

Full‑Time, Remote

At Staff Ready, we help healthcare organizations optimize their most valuable resource—people. We are seeking a dedicated, proactive CSM to partner with our existing client base spanning pharmacies, laboratories, health systems, pharmaceutical and clinical test design manufacturing firms, biotech research companies, and other ancillary and healthcare industries facing complex staff challenges. In this critical role you’ll ensure our clients maximize the value of Staff Ready’s workforce‑management solutions, with a focus on scheduling optimization and competency tracking.

A key responsibility will be guiding clients through the transition from our legacy software subscription to an upgraded, advanced platform, ensuring a smooth upgrade path and maintaining exceptionally high retention rates.

• Strategic Account Management & Retention
  • Serve as the primary trusted advisor for a portfolio of healthcare accounts with SME level Staff Ready knowledge and experience.
  • Proactively monitor account health, utilization metrics, and client feedback to predict growth and churn.
  • Achieve industry‑recognized high renewal rates by aligning Staff Ready solutions with client operational goals.
  • Manage all aspects of creating and maintaining business documents, including contracts and proposals.
  • Establish relationships with key decision‑makers to assure account renewal and expansion.
  • Track and maintain activity methodically in the company’s CRM, including touch points, open opportunities, contacts, proposals and contracts.
  • Execute personalized migration and change‑management strategies for clients moving from legacy staff‑ready software to our integrated Schedule Ready platform.
• Upselling and Expansion
  • Identify opportunities within existing accounts to upsell new modules (e.g., adding competency tracking if a client only uses scheduling, or vice versa) and transition clients to higher‑tier, multi‑year service agreements.
• Onboarding, Training, and Long‑term Adoption
  • Collaborate with onboarding and training team members to bring new clients onboard.
  • Conduct Quarterly Business Reviews (QBRs) with client leadership, including VPs, Directors, Senior Managers, Supervisors and other key individuals.
  • Utilize meetings, regular conversations and other communication forms paired with customer analytics to assist clients in meeting business goals (ROI) and fully adopting Staff Ready.
• Advocacy and Expertise
  • Act as the “voice of the customer,” advocating for client needs with our Product Development team to influence the future roadmap.
  • Maintain expertise in healthcare staffing trends, compliance requirements, and HIPAA regulations to provide credible, industry‑specific guidance.
  • Work with the Marketing Team on messaging and on‑the‑ground expertise that can assist in product dev and marketing.

• Experience
  • Minimum of 4+ years in Customer Success, Account Management, or Sales within a healthcare SaaS environment.
  • Prior experience specifically within Health Tech, Healthcare IT (HCIT), or Workforce Management software highly preferred.
  • Track record of successfully identifying and closing upsell/expansion opportunities.
  • Proven experience assisting clients with change‑management initiatives around software adoption.
  • Bachelor’s degree or formal education in Business, Sales, Healthcare Administration, or a related field.
• Skills
  • Exceptional organization and project‑management skills and the ability to manage multiple client timelines simultaneously.
  • Strong technical skills and experience presenting, demonstrating and selling B2B SaaS software.
  • Comfortable with a job position requiring ongoing, detail‑oriented client data tracking, recording and analysis.
  • Strong relationship, empathetic selling foundation, understanding client’s day‑in‑the‑life, healthcare market trends, and monitoring complex challenges faced by healthcare leaders.
  • Understands critical nature of utilizing CRM (e.g., Salesforce, Hub Spot) and CS platforms (e.g.,…