Senior Customer Success Manager

Who We Are

At VPL we deliver visibility and resiliency to clinical supply chains.

By making the procurement-through-fulfillment processes smarter and more profitable, it creates a new supplier dynamic whereby customers benefit from reduced costs, better insights, and increased transparency and efficiency.

We developed the industry's only Smart Supply Chain Platform, which automates inbound and outbound shipping, unlocks visibility into the status of critical shipments, and identifies cost-savings opportunities for all of healthcare including IDNs, critical access, outpatient and pharmacy.

With more than 700 hospitals, 6,000+ suppliers, and a 97% customer retention rate, it's clear that VPL is the company the healthcare industry trusts to deliver savings, insights and peace of mind.

VPL is looking for a Senior Customer Success Manager to join our fast-growing team!

This person owns, maintains, and expands relationships up to the executive level with key customer accounts and is responsible for achieving strategic account objectives as well as proactively anticipating requests or concerns from the business and resolving any inbound requests from related accounts.

This role represents the entire range of company services to assigned customers, while leading the customer account planning cycle and ensuring assigned customers' needs and expectations are met by the company.

The Senior Customer Success Manager reports to the Director of Customer Success and will be a mentor for other team members.

What You'll Do...

• Establishes and nurtures strong, effective customer relationships to drive success and retention; builds trust as a valued advisor with key stakeholders.
• Cultivates and maintains strong executive level relationships by highlighting the value being delivered to their organization.
• Develops and maintains strategic account plans for all assigned accounts.
• Collaborates with clients to implement best practices and maintain a robust freight management program.
• Analyzes customer data to optimize vendor penetration and compliance, achieve savings, and uncover growth opportunities.
• Conducts regular meetings with key stakeholders to review account performance and plan next steps towards achieving goals.
• Delivers compelling presentations that offer clear, actionable insights to drive incremental savings for customers.
• Works closely with sales to identify new opportunities within existing client base and develop winning strategies.
• Engages with internal teams to ensure timely resolution of client issues and alignment with client needs.
• Continuously assesses and validates client requirements to maintain relevance and effectiveness.
• Keeps up with healthcare logistics trends and innovations to better address customer challenges.

What You'll Bring...

• Minimum 7 years of strategic account management or sales experience in a business-to-business environment (healthcare / freight / supply chain experience a plus)
• A confident and outgoing personality
• Be well organized and self-motivated
• Excellent attention to detail when communicating with your customers
• The ability to work effectively under pressure and to tight deadlines
• Willingness to be flexible and pivot as needed to support the customers
• Highly proficient with Microsoft Office applications and Customer Relationship Management systems
18 days ago