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
Louisville, KY (remote)
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
Nashville, TN (remote)
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
Nashville, TN
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
Nashville, TN
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, TN05.2020
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