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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer accounts through effective monitoring of health scores, engagement levels, and lifecycle milestones. Proficient in utilizing customer success platforms like Gainsight to drive adoption, retention, and expansion strategies.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementGainsight ProficiencyData-Driven Decision MakingCustomer Lifecycle Understanding
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Lifecycle ManagementEngagement TrackingRisk DocumentationAdoption StrategiesRetention ConceptsData AnalysisHealth Score MonitoringStructured Process AdherenceCross-Selling TechniquesUpselling Strategies
Soft Skills
Clear CommunicationSound JudgmentCollaborationProblem-SolvingFeedback Contribution
Tools & Technologies
GainsightCustomer Success PlatformsDashboardsData Analytics ToolsSaaS Environments
Industry Keywords
Digital Engagement ModelCustomer Health SignalsRenewal MotionsExpansion SupportVoC ProgramsNPSCSATHealthcare Technology
About the role
Key responsibilities & impact- Manage a large portfolio of digitally supported customer accounts
- Monitor customer health, product usage, engagement levels, and lifecycle milestones
- Execute trigger-based outreach for risk indicators, adoption gaps, or growth opportunities
- Ensure customer expectations align with the digital engagement model and available support channels
- Meet with high-value customers to define success and verified outcomes
- Monitor health score changes, usage trends, and engagement signals
- Execute playbooks addressing declining adoption or engagement, renewal and retention risk, and post-onboarding stabilization issues
- Document risks clearly and escalate appropriately when intervention is required
- Partner with the manager on complex or high-risk scenarios
- Identify expansion, cross-sell, and upsell signals
- Surface qualified opportunities to Sales or Account teams with supporting data
- Support renewal readiness by ensuring customers receive value and meet success milestones
- Use customer success platforms such as Gainsight to manage health scores, CTAs, success plans, and engagement tracking
- Maintain accurate and timely documentation of customer activity, risks, and outcomes
- Follow standardized processes across the digitally managed portfolio
- Contribute feedback to improve playbooks, triggers, and engagement workflows
- Partner with Product, Support, and CXOps teams to resolve issues and improve outcomes
- Share insights on recurring risks, customer trends, and product feedback
- Participate in team reviews, enablement sessions, and process improvements
Requirements
What you’ll need- 2–4 years of experience in Customer Success, Account Management, or a related customer-facing role
- Experience managing multiple accounts or portfolios in a scaled or digital engagement model
- Strong understanding of customer lifecycle, adoption, and retention concepts
- Comfort working from data, dashboards, and health signals to guide prioritization
- Proven ability to follow structured processes while exercising sound judgment
- Clear, concise written and verbal communication skills
- Visa sponsorship is not offered for this position
- Applicants for North American-based positions must be legally authorized to work in the United States or Canada
- Experience with Gainsight or similar customer success platforms (nice to have)
- Familiarity with SaaS or healthcare technology environments (nice to have)
- Exposure to renewal motions, expansion support, or VoC programs such as NPS and CSAT (nice to have)
- Experience working in digitally led or tech-touch customer models (nice to have)
Benefits
Comp & perks- Comprehensive compensation and benefits package
- Holidays
- Vacation
- Medical insurance
- Dental insurance
- Vision insurance
- Company-paid life insurance
- Retirement savings
- Hybrid work arrangement with expectation of 2 days a week in office
- Professional development support
- Tools and flexibility to bring the best version of themselves to work