Senior Manager, Customer Success

Responsibilities

• Lead and mentor the Senior Customer Success Manager team to drive product adoption and prevent churn.
• Develop and execute business strategies to drive new revenue opportunities and expansion within the existing customer base.
• Act as the Voice of the Customer, collaborating with executive leadership and cross-functional teams to inform product roadmaps.
• Manage customer negotiations and serve as the escalation path for high-touch client relations.
• Implement organizational strategies, SOPs, and tools to support customer success at scale.
• Oversee P&L and manage large teams, including those with highly technical responsibilities.

Requirements

• Minimum 8 years of experience in the HME (Home Medical Equipment) industry.
• Minimum 12 years of experience leading customer-facing teams.
• Proven experience leading teams of 15 or more employees.
• Demonstrated experience in P&L management.
• Bachelor's degree in business, healthcare administration, or a related field.
• Proficiency in Salesforce, Gainsight, and Microsoft tools.
• Ability to travel up to 65% overnight based on business needs.

Preferred Qualifications

• Experience working with Brightree software and services.
• Background in software implementation.
• Established industry relationships with customers, partners, and advocacy groups.
• Experience executing change management initiatives.

Benefits

• Comprehensive medical, vision, dental, and life insurance.
• 401(k) and Employee Stock Purchase Plan (ESPP).
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Paid Time Off (PTO), 11 paid holidays, and 3 floating days.
• Tuition assistance and Employee Assistance Program (EAP).
• Primary and secondary caregiver leave.

About the Company

ResMed creates life-changing health technologies that empower millions of people in more than 140 countries to live happier, healthier lives. Our AI-powered digital health solutions and cloud-connected devices make home healthcare more personalized, accessible, and effective.