Summary
Overview
Work History
Education
Skills
Timeline
Generic

HAILEY MASSEY

Nashville,TN

Summary

A high performing individual offering a comprehensive background in building relationships, cultivating partnerships, retaining top accounts and growing profit channels by establishing trust.

Overview

5
5
years of professional experience

Work History

Customer Success Manager

Handle Global
05.2024 - Current
  • Act as the primary liaison between hospital clients and internal product/engineering teams, driving cross-functional alignment to ensure smooth onboarding, high adoption, and sustained platform utilization.
  • Lead end-to-end implementations of Capital Cycle Management (CCM®) across health systems, integrating data from CMMS, ERP, and vendor systems to drive strategic equipment lifecycle decisions.
  • Build and maintain relationships with cross-functional hospital stakeholders—including clinical, financial, and operational teams—to ensure adoption, satisfaction, and retention.
  • Translate client feedback into actionable requests for product and engineering teams, contributing to the ongoing evolution of the platform.
  • Analyze operational and clinical data to provide actionable insights that help clients optimize capital investment decisions based on risk, lifecycle, and utilization.

Enterprise Solution Success Executive

Symplr
08.2022 - 05.2024
  • Managed a portfolio exceeding $10.3M in enterprise hospital accounts, driving adoption and retention of digital solutions across the healthcare ecosystem.
  • Partnered with executive stakeholders to align on KPIs and presented performance metrics in quarterly business reviews, ensuring shared success and identifying growth opportunities.
  • Delivered expert advisory services and value analysis to support clinical and financial decision-making, enhancing workflow efficiency and platform utilization.
  • Collaborated with product and development teams to translate client feedback into feature enhancements, shaping a customer-informed product roadmap.

Account Manager

GreenLight Medical
12.2021 - 08.2022
  • Acted as the primary liaison for 40+ hospital accounts and 70+ medical manufacturers, delivering responsive support and ensuring a seamless client experience across the platform.
  • Conducted comprehensive training and onboarding for clinical stakeholders, ensuring smooth adoption and long-term utilization of GreenLight Medical’s software.
  • Achieved a 98% customer retention rate by proactively managing relationships, addressing evolving client needs, and mitigating churn risks with data-driven strategies.
  • Collaborated cross-functionally with sales and product teams to identify upsell opportunities and influence product enhancements based on user feedback and utilization data.

Senior Customer Success Manager

GreenLight Medical
10.2020 - 12.2021
  • Fostered strategic partnerships with key hospital stakeholders—including physicians, clinical staff, and suppliers—to drive collaboration, solution adoption, and user advocacy.
  • Provided hands-on onboarding and training to ensure successful implementation and maximize platform utilization within complex clinical workflows.
  • Collaborated cross-functionally on strategic growth initiatives that improved retention, conversion rates, and customer expansion, aligning success metrics across departments.
  • Maintained deep technical knowledge of the platform to effectively deliver product demonstrations and ongoing support tailored to varying clinical and administrative audiences.

Education

Bachelor Of Business Science - Marketing

The University of Tennessee - Chattanooga
Chattanooga, TN
05.2020

Skills

  • Customer Success & Relationship Management
  • Digital Health & SaaS Platforms
  • Clinical Workflow Integration
  • Data-Driven Insight Presentation
  • Cross-Functional Collaboration
  • Strategic Account Management
  • Product Adoption & Retention
  • Technical Communication

Timeline

Customer Success Manager

Handle Global
05.2024 - Current

Enterprise Solution Success Executive

Symplr
08.2022 - 05.2024

Account Manager

GreenLight Medical
12.2021 - 08.2022

Senior Customer Success Manager

GreenLight Medical
10.2020 - 12.2021

Bachelor Of Business Science - Marketing

The University of Tennessee - Chattanooga

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