Senior Customer Success Manager, Strategic Accounts

Location: United States (Remote) | Preference: West Coast | Travel: Up to 25%

About the Role

At Andgo, we are pioneering optimized workforce management (WFM) staffing solutions for the enterprise healthcare marketplace. Our platform is essential for healthcare systems, ensuring optimal staffing levels that directly impact patient care and operational efficiency.

We are seeking a Senior Customer Success Manager, a highly strategic, results driven professional, to lead the post implementation success, retention, and growth of a Large Strategic Enterprise Healthcare Account.

Reporting to the Senior Manager, Customer Success, you will be the ultimate owner of the customer relationship and value realization. This role moves beyond transactional support; you will serve as a trusted strategic advisor to C-level executives, IT leaders, and operational stakeholders, translating Andgo's product value into measurable business outcomes for our most critical customers.

What you’ll be doing

Strategic Relationship & Portfolio Management

• Own the complete customer lifecycle post-implementation, responsible for driving adoption, ensuring long-term product utilization, and maximizing customer lifetime value (CLV).
• Build and maintain executive level relationships across large healthcare organizations, specifically targeting decision-makers, contract owners, and strategic stakeholders. 
• Tailor a comprehensive long term success plan for each strategic client, clearly aligning their operational objectives, IT roadmap, and financial goals with the prescriptive use of Andgo features.

Value Realization, Retention & Growth

• Lead Executive Business Reviews (EBRs) that are focused on ROI demonstration, presenting deep data analysis on usage, efficiency gains, and staffing optimization enabled by Andgo.
• Proactively manage the renewal process and revenue expansion by identifying and articulating the value of new features, modules, and user expansion opportunities.
• Expertly utilize customer health metrics and data to predict churn risk, then design and implement targeted prevention procedures to secure and stabilize the book of business.
• Develop and execute initiatives to increase user adoption, ensuring customers derive continuous and increasing value from the platform.

Andgo Expert & Customer Advocate

• Serve as the primary strategic advisor and expert on the Andgo platform, the Healthcare WFM space, and relevant technologies (e.g., UKG).
• Work closely with internal Andgo teams and leadership to champion the customer's voice, translating their strategic needs, user trends, and feedback into actionable product and service improvement opportunities.
• Ensure strict adherence to customer contracts and Service Level Agreements , providing transparent communication and coordinating internal resources to meet commitments.
• Encourage and facilitate customer advocacy by securing case studies, testimonials, references, and contributing to a valuable customer community.

What you bring to the team

• 5+ years of experience in a high touch, customer-facing Customer Success or Strategic Account Management role within a B2B SaaS environment.
• Experience working with Strategic Enterprise Customers and managing complex relationships across multiple departments (IT, HR, Clinical Operations).
• Direct experience working in the Healthcare industry, with familiarity in Human Resource Management systems (specifically UKG) and enterprise workforce scheduling.
• Proven, verifiable track record in achieving challenging growth and retention goals within an assigned book of business.
• Exceptional communication skills, with the ability to measure and articulate value effectively to multiple personas: C-level, technical influencers, and Subject Matter Experts.
• Experience with enterprise wide applications and modern SaaS Healthcare IT environments.

Professional Competencies

• Keen Problem Solver who can proactively identify organizational process weaknesses and prescribe systemic solutions.
• Diplomatic and Professional presence, able to manage high-pressure situations and complex customer issues with tact and poise.
• Self-Motivated to generate innovative ideas that inspire loyalty and deepen the partnership.
• Ability to travel up to 25% of the time.

Work with us!

• Remote-Friendly: Work from anywhere in the United States. (West Coast preferred)
• Health & Dental Benefits: Comprehensive health and dental coverage.
• 401(k) Match: Employer-matched 401(k) plan to help you invest in your future.
• Professional Development: Budget for professional development to help you grow in your career.
• Vacation: 4 weeks of vacation to recharge and relax.
• Statutory Holidays: 12 company-recognized statutory holidays each year.
• Flex/Bonus Days: 2 additional flex days each year to use however you need. 
• Sick/Wellness Days: Unlimited paid sick and wellness days to support your health and wellbeing.
• Flexible Hours: Flexible working hours to suit your lifestyle.
• 10% Time: Opportunity to work on side projects of your choosing.
• Home Office Setup: Budget to set up your home office.
• Great Team: Collaborative and supportive team members.
• Impact: Opportunity to make a significant impact in the healthcare industry.

If you feel like you might not possess all the qualities we are looking for, we still want to hear from you! We believe in growing talent and building a diverse team that values growth and personal development.

About Us

Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time.

As a team we work best when we work closely together, and when ideas can be exchanged openly and honestly. We want our team to understand the “why” of the work they’re doing, and how it fits into the overall picture of Andgo as a product and business.

Andgo Culture

The culture at Andgo Systems is by D.E.S.I.G.N.

• Does the right thing. We are intentional in determining the right course of action. We do what’s right, not what’s easy, even when no one is looking.
• Exhibits a growth mindset. Andgo is a growth company. We invest in ourselves and seek knowledge to achieve this growth. What got us here is not going to get us there.
• Shows authentic self. We bring our whole selves to work. We have fun, support each other, and contribute positively to our shared culture. We are curious, not judgemental. 
• Innovate & iterate. We thoughtfully experiment and push the boundary, knowing that even when we ‘fail’ it moves us forward.
• Good people help first. We add value to every interaction. We have a service-first mentality, whether it’s helping a co-worker or a customer. We listen empathetically.
• No ego. We give and receive feedback openly and honestly. We understand feedback is an important process of improvement and we are willing to change our views when presented with new information.

These shared core values are how we hire, review, reward, and recognize our team, so it’s important that you share these values in order to be a part of the Andgo team.