Customer Success Manager - Government (Field: East)

Job Title

Job Description

As a Customer Success Manager – Government, you will drive the alignment of government customer success strategies with business objectives to fuel growth, champion customer-centric initiatives to enhance product innovation and service excellence, lead and develop senior team members to align with the company's long-term vision, and implement advanced programs to improve retention, satisfaction, and revenue growth.

Your role:

• Align customer success strategies with company objectives, driving growth and fostering cross-departmental collaboration to achieve long-term business goals.  Communicate strategic insights to executive leadership to support informed decision-making and align customer success with broader organizational outcomes.
• Lead cross-functional teams in gathering and acting on client feedback, advocating for the customer to innovate products, enhance service excellence, and cultivate an organization-wide customer-centric culture.  Implement advanced customer success programs to boost retention, satisfaction, and revenue growth through continuous improvement initiatives.
• Develop leadership capabilities in senior customer success team members, ensuring alignment with the company's vision by guiding them in strategy execution and professional development.  Oversee performance metrics and conduct evaluations to optimize team performance and improve customer experiences (quantify outcomes and impact, develop and monitor program performance and risk).
• Manage critical high-value accounts with tailored solutions and exceptional service, while identifying upselling and cross-selling opportunities that leverage customer insights to enhance value.  Collaborate with marketing and sales to execute strategies that reduce churn and strengthen customer engagement.
• Oversee customer delivery projects, coordinating seamlessly between internal teams, external partners, and customers to meet strategic objectives within timelines and budgets.  Drive continuous improvement of project management processes and resource allocation, ensuring efficiency and delivering high-quality results.
• Approximately 60% travel to government customer locations across the East region (AL, CT, DE, GA, IN, KY, MA, MD, ME, MI, NC, NH, NJ, NY, OH, PA, RI, SC, TN, VA, VT, Washington, D.C., and WV) is required.  Support across other areas as necessary.

You're the right fit if:

• You’ve acquired 5+ years of healthcare customer relationship management, customer success, or related industry experience and have a bachelor’s degree in business administration, engineering, health science, or related field of study OR you’ve acquired 3+ years of above listed experience and have a master’s degree in an above listed field of study.
• You have government healthcare (VA, military, and/or healthcare technology government relationship) experience (preferred).
• Your skills include customer response management, strategy development, stakeholder management, continuous improvement, process improvement, customer satisfaction techniques, escalation management, and program management.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

• You must be able to:
  • Travel for business; maintain licensure and comply with fleet policy.
  • Work in an office/home office and/or remote setting.
  • Work in a hospital/healthcare environment; adhere to hospital/healthcare environment requirements; comply with vendor credentialing.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a field role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The annual pay range for this position in AL, KY, ME, SC, TN, and WV is $107,000 to $171,000.

The annual pay range for this position in DE, GA, IN, MI, NC, NH, OH, PA, VA, and VT is $113,000 to $180,000.

The annual pay range for this position in MD and RI is $119,000 to $189,000.

The annual pay range for this position in CT, MA, NJ, NY, and Washington, D.C. is $126,000 to $201,000.

This role also includes company fleet/car, training, and advancement opportunities.  The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.  

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US citizenship and work authorization are preconditions of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position.  For this position, you must reside in one of the following states:  preferably AL, GA, IN, KY, MI, NC, OH, SC, TN, or VA, but will also consider CT, DE, MA, MD, ME, NH, NJ, NY, PA, RI, VT, Washington, D.C., and WV.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.