Customer Success Manager
Posted Updated 9
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Description
Customer Success Manager
Remote (U.S.) • Full-Time • Travel up to 50%
For 20 years, Glytec has built an insulin and metabolic intelligence SaaS platform that hospitals and health plans rely on to help prevent patient harm and standardize workflows across the continuum of care. Join our mission as a Customer Success Manager, reporting to the Director, Clinical Success, and become the primary clinical resource, implementation partner, and long-term relationship owner for a portfolio of hospitals and health systems, from onboarding through ongoing account management. If you’re a Registered Nurse who is passionate about glycemic management and thrives on building lasting customer partnerships, this role is for you!
What You’ll Do
- Serve as the primary clinical point of contact during and after go-live, providing glycemic management expertise, best-practice guidance, and workflow integration support through regular check-ins, site visits, and remote sessions
- Guide customers through onboarding and EMR alignment using a standardized implementation project plan, ensuring safe and effective adoption across clinical and operational workflows
- Deliver training tailored to each customer’s workflows and goals through computer-based learning modules, virtual sessions, and onsite education
- Stay current on product releases and updates to bring informed, relevant guidance to every customer conversation
- Monitor account health, utilization, and outcomes metrics, and lead Quarterly Business Reviews and stakeholder check-ins to measure progress against customer goals
- Identify risks to customer goals and coordinate cross-functional mitigation plans
- Build and execute customer success plans that address utilization targets, adoption barriers, and clinical optimization opportunities
- Partner with Partner Growth and Sales to support contract renewals and identify expansion opportunities across the Glytec product portfolio
- Document customer issues in CRM and coordinate resolution across Clinical, Product, Analytics, and Customer Support teams
- Advocate for customers by sharing product feedback and enhancement requests with the Product Team and Clinical Review Committee
- Grow Glytec’s network of referenceable customers through conferences, research studies, reference calls, and webinars
