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Senior Customer Success Manager

Iodine Software

Onsite/Remote / Austin, TX, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Data & Analytics
  • Post Date: 05/23/2023
  • Website:
  • Company Address: 6850 Austin Center Boulevard, Suite 350, Austin, TX 78731 United States

About Iodine Software

Iodine Software is a healthcare AI company that has pioneered a new machine learning approach — Cognitive Emulation™ — to help healthcare finance leaders build resilient organizations. Founded in 2010, Iodine’s technology unifies clinical concepts, evidence-based medicine, and deep machine learning to power revenue cycle solutions that maximize capture and data accuracy. To date, the Iodine AwareCDI™ Suite has helped nearly 500 hospitals recognize $1.5 billion in additional appropriate reimbursement annually.

Job Description

Who We Are:
Iodine is an enterprise AI company that is championing a radical rethink of how to create value for healthcare professionals, leaders, and their organizations: automating complex clinical tasks, generating insights, and empowering intelligent care. Powered by one of the largest sets of clinical data and use cases available, our groundbreaking clinical machine-learning engine, Cognitive ML, constantly ingests the patient record to generate real-time, highly focused, predictive insights that clinicians and hospital administrators can leverage to dramatically augment the management of care delivery.
What You’ll Do
Our customer base is growing rapidly, and we need a seasoned Senior Customer Success Manager that will own the relationship between Iodine and large enterprise customers. This is a demanding role that relies on a mindset of customer-obsessed advocacy and a focus on inspiring teamwork. This includes strategic account planning and execution, helping increase Iodine product adoption, identifying expansion opportunities and educating the customer on how to realize increased value from Iodine. The ideal candidate will have successful experience delivering customer satisfaction, developing strong customer and consultant relationships, and retaining and growing revenue.
  • Foster and manage strong, strategic, long-term customer relationships with customer decision-makers and industry influencers
  • Navigate complex customer relationships and processes
  • Develop a deep understanding of customer needs/goals and work to ensure that Iodine Software and the customer have a shared definition of success
  • Execute processes and programs to improve customer engagement and adoption to mitigate customer risk and drive value resulting in renewal and expansion opportunities
  • Serve as a point of escalation for customer issue and work directly with customers and internal departments to ensure resolutions are met
  • Report out on customer health to Iodine leadership to proactively identify at risk customers an provide mitigation strategies as needed
  • Thoughtfully drive overall customer satisfaction with some of the largest and most complex customers
  • Influence how Customer Success can work better with other teams at Iodine to collaborate on, and execute against, technical integrations and business decisions.
  • Act as business success expert in educating, guiding, and supporting customer as they progress through the Iodine lifecycle
  • Deliver well-crafted responses to customer requests for strategic and/or program analysis, with limited management oversight
  • Provide guidance and consulting for best practices and ROI analysis for customers to gain the most value from their program with Iodine Software
  • Advocate for product enhancements/new features and influence roadmap planning, based on customer input
What we’d love to see:
Minimum Requirements (Education, certifications, and experience):
  • Bachelor’s degree in business, nursing, or other related areas
  • 6 – 8 (or more) years of work experience healthcare and/or clinical operations in a technology/SaaS setting
  • Healthcare IT background, in Account Management or Customer Success
  • Experience in managing large, multi-facility customers
  • An expert at communicating value to customers using data to tell meaningful and actionable stories that result in expansion and retention opportunities.
  • Successfully managed complex, technical projects
  • The ability to demonstrate impeccable capability in the following areas:
    • Communication: knowing who, what, when, where, how, and why and acting effectively as a representative of Iodine
    • Organization: from your email inbox habits, to your time management, to the information you juggle about people, teams, customer, and products
    • Presentation: sophisticated presentation skills in front of large and small audiences.
    • Emotional Intelligence: natural ability to read and respond to a situation in the best interests of Iodine and our customers
    • Demonstrated ability to manage multiple work streams simultaneously and efficiently
    • Highly skilled in building and delivering presentations
    • Positive, self-starter attitude with desire to exceed expectations and ability to work extended work when necessary
    • Attention to detail, highly organized, with an absolute focus on quality of work
Preferred Requirements:
  • Experience in customer management in a large and complex technology/SaaS settings
  • Outstanding oral and written communication skills
  • Excellent MS Office skills (PowerPoint, Word, Excel)
  • Experience working in Google Suite preferred
  • Experience with Business Intelligence Technology (Tableau, Looker)
  • Creativity and a proven track record of identifying opportunities and potential gaps to contribute proactive ideas for improvement
  • Ability to manage and navigate change for successful customer outcomes
  • Team player DNA with a desire to problem solve for the interests of our customer and of our business
  • Strong project management skills
  • Strong track record of academic achievement
  • Ability to travel up to 40%, where necessary
What we offer:
  • Health Benefits Package: Medical, Vision, Dental
  • Telehealth
  • Pharmacy Resources
  • Savings and Spending Accounts
  • Life & AD&D Insurance
  • Disability Insurance
  • Travel Assistance and ID Theft Protection
  • Accident Insurance
  • Critical Illness Insurance
  • Hospital Indemnity Insurance
  • Pet Insurance
  • Employee Assistance Program
  • Lifestyle Spending Benefit
  • Legal Plan
  • 401(k) Retirement Savings Plan and Match

Why should you join Iodine?
This is a unique opportunity to join a close-knit, rapidly growing team and help us improve a key piece of the organization. You will have the opportunity to drive smarter healthcare processes through technology, so hospitals can stay focused on patient care. You will join a passionate and ambitious team, with a proven record of success building multiple companies. Learn more about our company culture on Built In Austin  and on our website at
At Iodine Software, we don’t just accept DIFFERENCE — we celebrate it, we support it, and we flourish on it for the benefit of our employees, our products, and our community. We pride ourselves to be an equal opportunity workplace and are an affirmative action employer and a member of E-verify.

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