Customer Success Manager Saas Software Jobs in Rochester, MN

The Strategic Relationship Manager (SRM) is a trusted steward of Mayo Clinic Platforms' client relationships. Focused on delivering value and deepening engagement with new and existing partners, the SRM is responsible for account growth through managing ongoing client relationships, new engagements, and ensuring strategic alignment over time. As the primary liaison for MCP partners, the SRM operates with a partner success mindset and navigates internal complexity to deliver responsive, high-quality solutions tailored to each partner's evolving needs. 

Key Responsibilities 

Serve as the primary relationship owner for a portfolio of strategic international Insights and Accelerate partners in the assigned region, ensuring consistent engagement and delivery of agreed value. 

Develop a deep understanding of the market, customer needs, and industry trends to identify growth opportunities and drive expanded partnerships for Mayo Clinic Platform. 

Engage in Act as an internal advocate for partners, navigating Mayo Clinic's matrixed structure to marshal resources and align internal stakeholders around partner priorities. 

Develop a deep understanding of each partner's goals, operations, and success metrics to proactively identify and cultivate growth opportunities with our partners in the region, including expanded program and service offerings, clinical collaborations, and new use cases that align with both organizations' strategic priorities. 

Lead regular strategic reviews and performance updates with partners and internal stakeholders. 

Serve as an orchestrator for partner relationship with MCP, ensuring ecosystem growth, coordinated delivery through collaboration with internal Mayo Clinic Platform teams (Services, Data and Technology, marketing, Clinical, Legal and Finance as needed) to deliver programs aligned with partner needs. Track utilization, satisfaction, and other KPIs to monitor relationship health and recommend improvement strategies. Resolve issues and escalate concerns when necessary, ensuring prompt and satisfactory resolution. Support contract renewals, adjustments, and cross-program engagement opportunities by identifying value-added solutions and services within existing relationships. Influence the roadmap of Mayo Clinic Platform offerings by bringing forward partner feedback and insights. Support program success and regional ecosystem growth by partnering with Services to ensure proper onboarding, program delivery, adoption of solutions, and alignment with partner strategic priorities.

Job Responsibilities 

1. Serves as the account owner and primary contact for regional in-country Insights, Connect and/or Accelerate partners with Mayo Clinic Platform. 

2. Taking proactive responsibility for regular and ongoing communications with the partner at all levels of leadership. 

3. Planning and facilitating regular (weekly, bi-weekly, monthly, or quarterly based on partner size) calls and electronic meetings with key client contacts, as needed. 

4. Planning and facilitating onsite meetings (annually, semi-annually, or quarterly based on partner size) and presentations with key partner contacts, in collaboration with Service team and Technical Success Managers.

5. Coordinating with Services, Technology and Data teams within MCP to deliver value added offerings to the client. 

6. Oversee and manage all contract negotiations and related details to finalize agreements for Insights and Accelerate partners and assure adherence of business activities to the contracts. 

7. Accountable for accurate billing and timely payment from partner.

8. Takes lead responsibility for long-term partner satisfaction, retention, and utilization of platform programs. 

9. Focus on creating "ecosystem" relationships for Mayo Clinic Platform and regional partners by meeting and exceeding partner expectations and providing strategic/consultative account management. 

10. Build strong relationships with multiple partner contacts including executive leadership that can withstand occasional service issues, partner leader turnover, and competitive models. 

11. Respond appropriately to partner expectations and needs, within the context of internal capabilities and objectives, and strategies. 

12. Develop a strong understanding of partner's strategic and operational objective goals. 

13. Proactively provide Mayo Clinic Platform solutions for partner's strategic and operational goals. 

14. Represents Mayo Clinic Platform level of professionalism in relationships with partners. 

15. Takes personal responsibility for delivering key messages to partners, both good and bad.

16. Exhibits integrity in words and actions by both delivering on promises we make and not making promises we can't keep. 

17. Differentiates Mayo Clinic Platform programs in the region through industry knowledge, work ethic, and quality of work, attitude, dress, and actions. 

18. Effectively represents Insights, Connect, and Accelerate programs.

19. Keep abreast with industry trends and competitive products and services to effectively position Mayo Clinic Platform programs in the region. 

20. Attend conferences, workshops, classes, and other continuing education to continue to maintain and grow industry knowledge. 

21. Sets priorities based on size of the opportunity (gross revenue and net income), potential (revenue and net income growth), and strategic value of partner. 

22. Takes on new partners as business grows and allocates time and attention partnering with Services team to ensuring effective implementation and successful launch of new partners. Oversee and coordinate, where applicable, any necessary prior approvals needed for communications/advertising/site/materials design received from clients. 

23. Travels, both internationally and within assigned region, in order to further partner relationships through face-to-face meetings. 

24. Able to create opportunities to present and propose other Mayo Clinic Platform programs in the region. 

25. Able to craft and deliver effective presentations and follow up proposals, negotiate and close deals. 

26. Makes regular use of CRM system to record key notes, discussions, and activities with partner contacts. 

27. Regularly reports partner status to regional and global MCP leadership.

28. Understands changing market dynamics and need for versatility in our business. 

29. Understands and adapts to changes easily and supportively. 

30. Is comfortable and productive in dealing with ambiguity and/or problems that don't have obvious solutions. 

• Bachelor's degree in business, Healthcare Administration, International Relations, or a related field (master's preferred).
• Minimum 7-10 years of experience in strategic account management, relationship management, client success, or alliance management roles, ideally in healthcare, life sciences, or other consultative industries.
• Demonstrated experience working with clients to manage complex, multi-stakeholder relationships across diverse cultural, regulatory, and healthcare environments.
• Strong communication, negotiation, and problem-solving skills, with a high level of emotional intelligence and cultural fluency.
• Proven ability to drive client satisfaction and growth through long-term relationship building.
• Experience navigating large, matrixed organizations and interfacing with senior executives.
• Ability to travel internationally as needed.

Preferred experience

• Demonstrated experience working with clients to manage complex, multi-stakeholder relationships across diverse cultural, regulatory, and healthcare environments. 
• Strong communication, negotiation, and problem-solving skills, with a high level of emotional intelligence and cultural fluency. 
• Proven ability to drive client satisfaction and growth through long-term relationship building. 
• Experience navigating large, matrixed organizations and interfacing with senior executives. Ability to travel internationally as needed.