Job Description
Job DescriptionSalary:
About Genesis
Genesis provides advanced supply chain analytics and visibility solutions that help healthcare systems optimize spend, improve data accuracy, and drive operational efficiency. Now part of the Diversis Capital portfolio, alongside Kermit and Meperia, Genesis is integrating best-in-class technology and services to deliver a unified healthcare supply chain platform that drives measurable ROI for hospitals and health networks across North America and Europe.
Role Overview
Genesis is seeking an experienced Strategic Customer Success Manager (CSM) to lead our partnership with Jackson Health, a multi-hospital system and Genesiss largest U.S. customer.
In this role, you will serve as the onsite strategic partner to Jackson Healths executive, clinical, and supply chain stakeholders. Youll be responsible for ensuring adoption, satisfaction, and measurable business outcomes across the Genesis solution suite, while also identifying opportunities for expansion and value realization across related products (Kermit and Meperia).
This position is based onsite in Miami, Florida, with day-to-day presence at Jackson Health facilities and close collaboration with the Genesis U.S. leadership team.
Key Responsibilities
- Own the end-to-end success of the Jackson Health account across all hospitals and departments.
- Serve as the primary onsite point of contact for executive stakeholders, program sponsors, and operational users.
- Drive adoption and utilization of Genesis solutions, ensuring measurable ROI and alignment with customer objectives.
- Coordinate cross-functional teams (Product, Engineering, Data, and Support) to deliver seamless implementations, integrations, and ongoing optimization.
- Lead executive business reviews (QBRs) and communicate performance metrics, strategic outcomes, and future opportunities.
- Identify expansion and cross-sell opportunities into additional modules, departments, and Diversis portfolio products.
- Monitor account health, manage risk proactively, and ensure renewal readiness.
- Serve as the internal voice of the customer, influencing product roadmap priorities based on real-world feedback.
- Track KPIs related to retention, adoption, and satisfaction (GRR, NRR, TTV, NPS).
Qualifications
- 7-12 years of experience in Customer Success, Account Management, or Program Management in enterprise SaaS, preferably within healthcare technology or supply chain analytics.
- Proven success managing large hospital systems or health networks (ARR > $1M).
- Strong understanding of healthcare operations, ERP/EMR integrations (Cerner, Workday, Epic), and data workflows.
- Exceptional executive presence and ability to build trust with clinical, IT, and supply chain leaders.
- Demonstrated success driving adoption, renewals, and expansion within complex enterprise environments.
- Excellent project management, communication, and analytical skills.
- Bachelors degree required; advanced degree in Business, Healthcare Administration, or related field preferred.
- Must reside in Florida and be available onsite at Jackson Health (Miami) at least 4 days per week.
Key Performance Indicators (KPIs)
- Net Revenue Retention (NRR) 110%
- Expansion Revenue $250K annually
- Engagement milestones achieved on time
- Customer NPS +45
- Executive stakeholder satisfaction (quarterly survey)
Why Join Us
This is a rare opportunity to lead the success of a flagship healthcare customer during a transformative period for Genesis and the Diversis healthcare platform. Youll be embedded with Jackson Healths leadership team, directly shaping the outcomes of one of the most important accounts in our U.S. portfolio while collaborating with world-class colleagues across Genesis.