Senior Customer Success Manager – Usage & Adoption
Customer successWorkplace — France
Published on 2026-10-06
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About this role
The Senior Customer Success Manager will be responsible for driving adoption and usage of Lifen's AI-based healthcare solutions within hospitals and clinics. This role involves understanding client usage, identifying barriers to adoption, and implementing strategies for sustained usage improvement.
About the company
Lifen is a healthtech platform that helps hospitals and clinics exchange medical documents and connect care workflows.
The team
Customer Success
What you'll do
- Manage a portfolio of approximately 35 hospitals and clinics.
- Develop a precise understanding of client usage, key contacts, and organizational context.
- Diagnose barriers to adoption using usage data and customer interactions.
- Transform diagnostics into actionable plans for improvement.
- Support initial phases of usage after deployment to align real usage with client objectives.
- Utilize available data to prioritize actions based on usage signals.
- Engage with client teams and coordinate actions across departments.
- Measure the effects of action plans and adjust as necessary.
What we're looking for
- Significant experience managing complex client portfolios autonomously.
- Proven ability to facilitate client adoption and usage improvements.
- Comfortable using product usage data for analysis.
- Ability to work with undefined problems and issues.
- Strong advisory skills in functional, organizational, and technical dimensions.
- Experience in structuring and following up on action plans.
- Ability to drive initiatives without direct authority.
Nice to have
- Familiarity with the healthcare environment and digital transformation.
- Experience in SaaS, fintech, or regulated software environments.
- Experience in evolving usage habits of products in complex accounts.
- Experience in developing dashboards or client segmentation.
Hiring process
- Initial screening with Talent Acquisition.
- Interview with Hiring Manager.
- Case study with the Hiring Manager and team member.
- Cultural alignment interview with VP of Operations.