MDaudit

Customer Success Manager

• Develop and manage ongoing strategic partnerships with the MDaudit customer base
• Build customer relationships to maintain high customer satisfaction and loyalty
• Identify opportunities to optimize and expand product usage
• Collaborate with Implementation, Support, Product, Finance and Sales teams to achieve customer success
• Advocate for customers and work with decision makers to embrace change and expand product usage
• Improve customer satisfaction year over year through NPS
• Provide regular Customer Health Analysis updates
• Apply risk metrics to customer activities to inform retention risk and strategy
• Manage retention and growth goals
• Advocate for timely resolution of escalated account issues and product enhancements
• Conduct proactive, holistic customer account reviews and resolve barriers to success
• Lead Executive Business Reviews focused on outcomes and return on investment
• Provide regular customer updates to key MDaudit stakeholders
• Serve as primary liaison between customers and internal MDaudit teams
• Communicate product roadmap and engagement solutions to customers
• Establish and maintain relationships with decision makers, influencers, executive leadership and end users
• Obtain customer commitments for the reference program
• Coordinate and influence customer participation at events with Marketing and Sales
• Encourage customer participation in MDaudit Community events, councils and industry events
• Educate customers on new offerings and releases
• Drive sales of MDaudit services with Implementation and Finance teams
• Partner with the Growth Team to identify and support upsell opportunities
• Drive renewal success through tailored customer retention and growth strategies
• Own and manage customer relationships and churn
• Ensure compliance with contract conditions and SLAs
• Use Salesforce and other mission-critical tools to document customer interactions and information