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Hill-Rom Customer Success Manager, Western Region (Remote) in Home Office/Virtual, South Dakota


We are seeking a passionate and strategic Customer Success Manager that listens to learn from our customers, identifies root cause and process improvements internally and externally, and collaborates with our internal divisions to improve the overall experience throughout the customer lifecycle. From post implementation to next upgrade or purchase, this individual will: drive results through communication; perform Quarterly Business Reviews; proactively monitor through data analytics and tools; improve NPS; improve service contract attachment rate, optimize utilization; and ultimately, generate reference account activity and loyalty.


The Customer Success Manager’s responsibilities include, but are not limited to:

  • Understands the existing processes, workflows, and operational structure across the organization - Sales, Services, Clinical, Operations, Quality, R&D, etc.

  • Owns overall relationship with assigned clients: increasing adoption and optimized utilization, ensuring retention, and customer satisfaction

  • Establishes trust through strategic initiatives to improve the overall customer lifecycle experience

  • Nurtures customer relationships and collaborates internally to help mitigate issues and improve processes

  • Understands product development roadmap and how it relates to specific customer demand including budget and timing

  • Uses data analytics to proactively monitor the temperature of a customer to mitigate issues before they arise

  • Prioritizes and resolves escalated customer issues

  • Cross functionally collaborates with a sense of urgency, yet professional, approach

  • Serves as voice of the customer on corporate initiatives, yet the voice of Hillrom on customer initiatives

  • Possesses a dynamic operating style that leads with influence and emotional intelligence

  • Identifies opportunities for reference accounts


  • 4-year bachelor’s degree

  • 5 years of progressive experience in Customer Support, Sales, or Service

  • Proactive self-starter with a sense of urgency and attention to detail

  • Leader with integrity

  • Experience with leading from the front – point person, organizing communications, meetings, and relevant content

  • Analytical skills and ability to articulate complex issues in simplified presentation

  • Customer service focus with exceptional communication and people skills

  • Extraordinary documentation skills

  • Ability to travel, both planned and unplanned up to 25% of the time

  • A high degree of Passion, Respect, Integrity, and Innovation

Job: Customer Support

Primary Location: United States-Arizona - Home Office/Virtual

Other Locations: United States-Washington - Home Office/Virtual, United States-California - Home Office/Virtual, United States-Utah - Home Office/Virtual, United States, United States-Idaho - Home Office/Virtual, United States-North Dakota - Home Office/Virtual, United States-Nevada - Home Office/Virtual, United States-Colorado - Home Office/Virtual, United States-New Mexico - Home Office/Virtual, United States-Montana - Home Office/Virtual, United States-Oregon - Home Office/Virtual, United States-South Dakota - Home Office/Virtual

Schedule Full-time

Travel Yes, 25 % of the Time

Posting Entity Hillrom

Req ID: 21122582