Job description
What is PerfectServe?
PerfectServe offers best in KLAS assets in three categories: clinical communications, scheduling, and patient engagement solutions. PerfectServe is featured on this year’s Inc 5000 list, which profiles the fastest-growing private companies in America. We have seen an 88% growth rate over the past three years and need strong team members to help us continue to grow!
PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and dynamically routing messages to the right person at the right time in any care setting; advancing patient care and clinical workflows.
By joining PerfectServe, you will have the unique opportunity to come alongside us as we further our vision of putting all of these solutions together to provide optimal patient outcomes and faster patient care interventions. By improving speed to care and cross-continuum communication, we save lives, reduce length of stay, minimize re-admissions, and bring joy back to caregivers.
We have an incredible portfolio of customers, with new ones recognizing the value of our solutions and joining the PerfectServe family every day.
We are adding to our Customer Success Leadership team and seeking a strategic, people-first leaders to join our team in a high-impact leadership role. We are looking for Manager, Senior Manager or Director level candidates that will play a pivotal role in shaping the future of customer engagement, retention, and value realization strategies.
The ideal candidate is a servant leader with a Healthcare background who thrives on empowering teams, building strong customer relationships, and driving measurable outcomes. You will lead a team of Customer Success Advisors focused on maximizing customer value, increasing adoption, and ensuring satisfaction across PerfectServe’s solutions.
What You’ll Do
- Inspire and manage a team of geographically dispersed Customer Success Advisors to deliver exceptional customer experiences.
- Develop and execute strategies to drive customer adoption, retention, and satisfaction through proactive engagement, account planning, and strategic business reviews.
- Serve as a trusted advisor to customers, helping them optimize clinical workflows and communication utilizing PerfectServe’s applications.
- Establish and maintain trusted partner relationships with key customers to support growth, retention, and customer escalations.
- Act as the voice of the customer internally, advocating for their needs and influencing product, support, and sales strategies to ensure a seamless customer journey.
- Leverage customer health metrics and insights to identify risk and opportunities and implement scalable processes to address them.
- Drive continuous improvement of Customer Success operations, including Salesforce workflows, playbooks, and enablement tools.
- Lead customer communications during critical service incidents, including on-call participation, internal coordination, and post-incident follow-ups.
- Depending on experience, take on broader responsibilities such as team scaling, customer executive stakeholder management, and strategic planning.
Minimum Qualifications
- 4+ years in Customer Success, Account Management, or a related SaaS leadership role.
- 2+ years of people management experience with a focus on coaching, mentoring, and team development.
- Proven track record of driving customer retention, adoption, and revenue growth.
- Strong technical acumen and troubleshooting skills, with the ability to translate complex concepts into customer value.
- Exceptional verbal, written, and presentation skills, with experience engaging executive stakeholders.
- Demonstrated success in leading process improvements in dynamic, cross-functional environments.
- Familiarity with clinical workflows, healthcare communication, or LEAN methodologies.
- Ability to travel up to 25%.
Preferred Qualifications
- MBA, MSN, or equivalent advanced degree.
- Experience supporting multiple SaaS product lines and diverse customer segments.
- Proficiency with Salesforce, Atlassian (Confluence & Jira), and customer support platforms (e.g., Zendesk).
Benefits:
- Remote first work environment
- Health, Dental, Vision, Life and Disability Insurance options available day one.
- 401K - with match and immediately vested.
- 17 company holidays, 2 floating holidays plus competitive paid time off policy
- Internal Advancement Opportunities
PerfectServe offers unified healthcare communication solutions to help physicians, nurses, and care team members provide exceptional patient care. PerfectServe’s cloud-based solutions enhance patient safety and reduce provider burnout by automating workflows, speeding time to treatment, optimizing shift schedules, empowering nurse mobility, and engaging patients in their own care.
