Customer Success Manager- CLM

il y a 1 jour

Beyrouth, Beyrouth, Liban Aspire Software Temps plein

Aspire Software is looking for a Customer Success Manager to join our team in Lebanon.

Here is a little window into our company: Aspire Software operates and manages wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

About the Role

As a Customer Success Manager (CSM), you own the post-launch customer journey for a portfolio of clinics using Claio s AI receptionist, scribe, and coding products. You will partner with clinic leaders and staff to drive adoption, ensure value realization, identify risks early, and lead renewals and expansion opportunities. You will work closely with Onboarding, Support, Product, and Sales to make customers successful and to turn customer insights into product improvements.

Key Responsibilities

  • Own relationships with a portfolio of clinics from onboarding handoff through renewal: set success plans, run regular check-ins, and manage stakeholder alignment.
  • Drive adoption and outcomes by coaching customers on best practices for call handling, scheduling workflows, clinical documentation, and change management.
  • Monitor usage and health signals (e.g., activation milestones, feature adoption, support volume, customer feedback) and proactively execute risk mitigation plans.
  • Lead renewal planning and execution: align on value delivered, address concerns, coordinate legal/security questions, and ensure timely contract outcomes.
  • Identify and qualify expansion opportunities (additional locations, modules, or users) and partner with Sales/RevOps to progress opportunities with integrity.
  • Coordinate cross-functional issue resolution by synthesizing customer impact, prioritizing escalations, and keeping customers informed.
  • Deliver enablement and communications: lightweight training refreshers, release notes, and workflow updates tailored to clinical and front-desk audiences
Desired Candidate Profile
  • 1+ years in customer success, account management, or implementation for B2B
  • SaaS; healthcare, dental, or clinic operations experience preferred.
  • Strong consultative communication skills: you can earn trust with clinical and administrative stakeholders and drive decisions with clarity.
  • Comfort working with operational and product data to diagnose adoption issues and tell a crisp value story.
  • Solid project management instincts: you can coordinate timelines, owners, and dependencies across customers and internal teams.
  • High ownership and bias to action in a fast-moving environment; you default to solutions and follow-through.
  • Bonus: bilingual English/French; familiarity with practice management systems, call center/reception operations, and security or HIPAA-aligned workflows.

Measures of success

  • Customers reach activation milestones and sustain usage across the products they purchased.
  • Renewals are well-managed, predictable, and reflect value delivered.
  • Risks are identified early with clear mitigation plans and strong internal coordination.
  • Customer feedback is captured consistently and results in improved playbooks and better product decisions.

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