Search Outcome: Filling a Customer Success Manager Role in San Jose, CA
Location:
San Jose, CA
Industry:
Healthcare Software Company
Position Title:
Customer Success Manager
Client Testimonial
“Madeline made it look easy. We thought this search would take three months, but she had qualified candidates in front of us within two weeks. She understood exactly what we were looking for and kept the process moving from start to finish.”
Challenge:
A growing healthcare software company had built a strong sales organization and was winning new customers every month. Their software was designed for independent medical practices and specialty clinics that operated outside of larger hospital systems. It was affordable, easy to implement, and the sales team excelled at bringing in new business.
The problem came after the sale. Sales representatives were compensated solely on new customer acquisition, so their focus quickly shifted to the next opportunity. Many customers received little guidance after implementation, leading to lower product adoption and higher customer turnover.
The company needed its first Customer Success Manager to build a Customer Success team, hire Customer Success Representatives and an Implementation Manager, and create a repeatable post-sale experience that would improve customer retention.
Solution:
Rather than limiting the search to candidates with healthcare software experience, we focused on leaders who had built Customer Success teams in high-volume SMB SaaS environments.
We targeted professionals who understood onboarding, customer adoption, renewals, account management, and process development. Just as importantly, we looked for someone willing to lead while remaining hands-on during the company's next stage of growth.
Outcome
- ▸ We identified more than 100 qualified professionals
- ▸ Introduced eight exceptional candidates before narrowing the finalists to three
- ▸ The client hired Senior Customer Success Representative who brought experience supporting SMB software customers
