About PartsSource
PartsSource is the
leading B2B e-commerce marketplace for US healthcare, helping healthcare providers to automate the purchasing of MedTech repair parts and services through a modern procurement experience while driving improved cost, quality, and reliability throughout the healthcare supply chain. We are
growing rapidly as providers shift their purchasing toward e-commerce and away from manual processes. We are
uniquely positioned to address key challenges impacting mission-critical operations related to rising input costs, skill shortages, and supply chain disruptions. Bain Capital’s 2021 investment in PartsSource further propels us to realize our Vision: Ensure the quality, safety, and availability of mission-critical assets to improve health outcomes.
Our platform
automates the procurement process enabling the medical equipment service industry in their acquisition, repair and life cycle management of medical parts. The company's cloud software and marketplace technology tools help
over 3,500 hospitals to source on-demand parts and services from over 6,000 OEMs and thousands of repair techs. PartsSource delivers strong value to customers through an “Amazon” like experience featuring preferred pricing, automated ordering, and formulary analytics to benchmark spend and drive greater supply chain intelligence.
From our founding in 2001 as the industry’s first online, fully integrated medical products marketplace, to the creation of our award-winning flagship solution, PartsSource Pro, PartsSource has evolved to become a leader in the digital transformation of the healthcare technology supply chain and indispensable partner to more than half of U.S. hospitals and thousands of equipment suppliers and independent service providers.Bain Capital’s 2021 investment in PartsSource provides capital, expertise, and key partnerships further accelerating PartsSource’s growth.
Bain Capital, one of the world’s leading private multi-asset investment firms with approximately $150 billion in assets under management, seeks to create lasting impact for their investors, teams, businesses, and the communities in which they live.As a Senior Customer Success Manager at PartsSource, you will be responsible for driving the success and satisfaction of our customers across four key areas: Strategy, Adoption, Expansion, and Advocacy. Leveraging your strategic mindset, data-driven approach, and customer-centric focus, you will guide high-value clients to maximize the value of their investments, expand their usage of our solutions, and create long-term advocates for PartsSource. This role requires strong relationship management, proactive problem-solving, and the ability to navigate complex client needs while delivering exceptional results.
What You’ll Do:
Strategy:- Define Optimization Opportunities: As part of the overall Account Plan / Value Creation Roadmap (VCR), you will be responsible for continuously identifying customer specific optimization opportunities. These opportunities support customer adoption, value realization, and drive outcomes that align with their strategic objectives. Optimization opportunities should ensure customers receive the full value from their investments by maximizing cost savings, efficiency and quality outcomes by leveraging the full suite of features that PartsSource provides.
- Strategic Mindset: Think about long-term customer success, anticipate challenges, and position PartsSource to help customers achieve sustained value.
- Lead strategic business reviews by presenting performance metrics and actionable insights to keep customers engaged and aligned with long-term goals.
Adoption:- Proactively monitor client health: Regularly assess feature usage, customer outcomes, operational performance, and engagement. Identify gaps and opportunities for deeper product use.
- Provide training, support, and best practices to ensure clients maximize value from their investment, increasing both process maturity and product feature usage.
- Gather Voice of the Customer (VOC): Collect feedback to enhance PartsSource offerings, ensuring they align with evolving customer needs.
- Identify and address potential challenges: Develop action plans for risks to customer success and iterate as needed to ensure successful outcomes.
Expansion:- Drive account growth by generating customer success qualified leads (CSQL) through identifying upsell and cross-sell opportunities as a trusted advisor. Leverage customer success stories to demonstrate additional value.
- Data-Driven Decision Making: Analyze customer data to inform decisions on account growth and feature expansion, ensuring every recommendation is backed by insights.
- Partner with internal teams to ensure the timely and successful delivery of solutions that meet customer needs and drive additional value.
Advocacy:- Build strong relationships with stakeholders, ensuring a diverse group of contacts, from front-line users to senior executives, to create raving fans of PartsSource.
- Foster customer advocacy by delivering results that exceed expectations, enabling customers to become public advocates through testimonials, case studies, and industry speaking engagements.
- External Perspective: Stay informed on industry trends and competitors, positioning PartsSource as a trusted leader in the healthcare supply chain space.
Who We Want To Meet:
- Skill Set:
- Develop success plans that drive customer adoption and outcomes.
- Monitor client health and engagement with the product, ensuring customers get the most out of our solutions.
- Provide comprehensive support, training, and best practices to maximize value.
- Identify and mitigate risks by developing action plans and ensuring timely execution.
- Coordinate with internal teams to ensure successful solution delivery.
- Strategic Mindset: Think critically about long-term goals, the bigger picture, and anticipate future challenges for sustainable customer success.
- Action-Oriented: Take initiative to address challenges and opportunities with a proactive, can-do attitude.
- Comfortable with Ambiguity: Adapt to changing situations, adjust strategies as needed, and move forward when things are unclear.
- Data-Driven: Use data to inform decisions and ensure clients are on the path to success.
- Relationship Management: Build and nurture strong relationships across all levels of customer organizations, from front-line users to senior executives.
- Open Communication & Active Listening: Foster transparency and collaboration with customers, internal teams, and stakeholders.
- Influence: Persuade and motivate both internal teams and customer stakeholders to align on solutions and drive successful outcomes.
- Customer Focus: Understand customer expectations, empathize with their challenges, and offer solutions that align with their goals.
Your Background:
- Bachelor’s degree in business, marketing, or a related field.
- Preferred knowledge of healthcare.
- Project Management skillset or certification (PMP or large scale project outcomes).
- 5+ years of experience in customer success, account management, or a similar client-facing role, preferably in a SaaS or tech environment.
- Experience with Customer Success software such as GainSight, Churn Zero etc.
- Proven track record in driving customer adoption, expansion, and advocacy initiatives.
- Strong problem-solving skills, with the ability to think strategically about customer needs and solutions.
- Excellent communication, interpersonal savvy, and presentation skills, with the ability to influence senior executives and stakeholders.
- Experience working cross-functionally with sales, marketing, and product teams.
- Ability to analyze customer data and make data-driven decisions.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to coach other junior members on the team.
Who We Want to Meet
- You’re a positive person, ready to serve as an enthusiastic promoter of PartsSource to internal and external clients
- You’re a problem solver, always looking to find ways to work towards a win-win solution
- You’re a strong influencer- able to gain the trust and confidence of leadership teams to drive change
- You don’t settle for the status quo. You’re always improving upon processes and tools to find simpler and better ways to work.
- You’re accountable. You do what you say you’re going to do. And when you mess up- you own it, learn from it, and move on.
Benefits & Perks
- Competitive salary package inclusive of base salary, incentive bonus structure, and equity incentive plan; with a full benefits package (including a 401k match, employer-paid college debt redux, and more).
- An inclusive PartsSource community - work alongside other smart, passionate people
- Growing company investing in and committed to developing the careers of our employees.
- Hybrid work environment where you get the benefits of flexibility, socialization, and productivity
- A chance to revolutionize Healthcare with evidence-based decision-making on the world’s leading Procure-to-Pay platform!
Interested?
We’d love to hear from you and explore the possibilities. Please send us your resume along with an optional cover letter detailing why you’re an excellent candidate.
Diversity Statement
We are an Equal Opportunity Employer committed to building an inclusive and diverse environment where everyone’s individuality is respected, and everyone has an identity. Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.Legal authorization to work in the U.S. is required.No Agency or Recruiter submissions will be accepted.
