The HiLabs Story
HiLabs is a leading provider of AI-powered solutions to clean dirty data, unlocking its hidden potential for healthcare transformation. HiLabs is committed to transforming the healthcare industry through innovation, collaboration, and a relentless focus on improving patient outcomes.
HiLabs Team
- Multidisciplinary industry leaders
- Healthcare domain experts
- AI/ML and data science experts
- Professionals hailing from the worlds best universities, business schools, and engineering institutes including Harvard, Yale, Carnegie Mellon, Duke, Georgia Tech, Indian Institute of Management (IIM), and Indian Institute of Technology (IIT).
Job Title: Senior Customer Success Manager (CSM)
Job Location: Bethesda, US
We are seeking a Senior Customer Success Manager (CSM) to join our growing team. As a Senior CSM, you will be the primary point of contact for our key enterprise customers, ensuring they realize maximum value from HiLabs' solutions. You will lead strategic account planning, drive customer adoption and retention, and act as the voice of the customer internally.
This is a strategic, cross-functional role requiring a combination of relationship management, healthcare domain expertise, and technical know-how.
Key ResponsibilitiesCustomer Relationship Management: Build and maintain strong, trusted relationships with senior stakeholders across assigned customer accounts.
Adoption & Value Delivery: Drive customer engagement, usage, and adoption of HiLabs' platforms to ensure value realization and ROI.
Strategic Account Management: Lead account planning and quarterly business reviews (QBRs) to track progress against KPIs and expand relationships.
Cross-functional Collaboration: Work closely with Sales, Product, Engineering, and Support teams to align internal efforts with customer needs.
Customer Advocacy: Identify success stories and promote customer advocacy through testimonials, case studies, and references.
Retention & Growth: Own customer renewal strategy and identify upsell/cross-sell opportunities in partnership with Sales.
Issue Resolution: Proactively identify potential roadblocks and collaborate with internal teams to resolve issues efficiently.
5–8+ years of experience in customer success, account management, or consulting, preferably in SaaS or healthcare tech.
Experience working with healthcare data, payers, or providers is strongly preferred.
Proven track record of managing enterprise accounts and navigating complex customer organizations.
Strong project management skills and ability to manage multiple priorities effectively.
Excellent communication, interpersonal, and negotiation skills.
Technical aptitude with the ability to grasp and explain data-centric and AI-driven solutions.
Bachelor's degree required; MBA or related advanced degree is a plus.
HiLabs Total Rewards
Competitive Salary, Accelerated Incentive Policies, H1B sponsorship, Comprehensive benefits package that includes ESOPs, financial contribution for your ongoing professional and personal development, medical coverage for you and your loved ones, 401k, PTOs & a collaborative working environment, Smart mentorship, and highly qualified multidisciplinary, incredibly talented professionals from highly renowned and accredited medical schools, business schools, and engineering institutes.
CCPA disclosure notice - https://www.hilabs.com/privacy
Top Skills
Similar Jobs
.jpeg)
What you need to know about the Charlotte Tech Scene
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
