Client Success Associate

Summary

Join Sage, a mission-driven company improving care for older adults, as a Client Success Associate. You will play a critical role in supporting and nurturing the adoption of Sage's products among our end-user community. Leveraging data analysis, you'll identify trends and challenges, working closely with clients to foster positive user experiences. This role involves proactive support, monitoring user engagement, and using data-driven insights to maximize the value of Sage for our clients. You will build relationships with community management, encourage best practices, and collaborate with cross-functional teams. This NYC-based position offers a competitive salary and benefits package, with a blend of in-office and remote work options.

Requirements

• 2-4 years of experience in a customer-facing role (Customer Success, Account Management, or similar)
• Proven experience building and maintaining client relationships
• A customer-first mindset with a passion for helping others succeed through the use of technology
• Strong analytical and problem-solving skills, with the ability to analyze customer data and translate it into actionable insights
• Comfortable using data analytics and visualization tools (e.g., Google Analytics, Tableau, Excel, etc.) to track customer success metrics and create reports
• Excellent communication skills, both written and verbal, with the ability to engage and support clients effectively
• Familiarity with data-driven decision-making, customer success metrics, and tracking product usage
• Ability to collaborate across teams (Sales, Product, Marketing) and advocate for customer needs internally
• Candidates must be eligible to work in the US without visa sponsorship

Responsibilities

• Act as a primary point of contact for clients at the community level; regularly checking in with community leadership to ensure they are satisfied with the product and offer support or training as needed
• Surface identified Sage super-users/champions to the Community and Marketing teams for potential involvement in various campaigns, webinars, training sessions, etc
• Identify at-risk communities and work proactively to address potential issues that could lead to churn or disengagement
• Ensure communities achieve measurable ROI by leveraging Sage data to make operational decisions
• Surface opportunities for communities to increase care revenue, reduce liability, and improve operational efficiencies, and ensure action is taken on such recommendations
• Train community management on the Sage Analytics platform, ensuring adoption and understanding of how to leverage the data to support their overall operations
• Proactively reach out to communities based on usage data to provide assistance, share best practices, or resolve any challenges preventing full product adoption
• Drive user engagement and product adoption within client communities by building strong, trust-based relationships with users
• Monitor app usage patterns and identify areas where clients can improve their engagement with the platform
• Use data and client feedback to deliver personalized recommendations that increase adoption and ensure clients are realizing the full potential of the product
• Work closely with the broader Client Success team, Product, and Support teams to relay customer feedback, product challenges, and feature requests
• Share valuable insights and best practices with internal teams to enhance overall customer experience and improve the onboarding process

Preferred Qualifications

• Healthcare or healthtech experience a plus
• Familiarity with customer success tools (e.g., Gainsight, HubSpot, Zendesk) and CRM platforms (e.g., Salesforce)

Benefits

• Competitive base compensation along with stock options
• Salary range: $100,000 - $120,000 depending on experience
• Fully-paid health and dental insurance coverage
• Other health benefits including vision insurance, membership to premium primary and urgent care, and online medical health providers
• Take as you need time off policy
• 7 paid holidays
• Company wide winter break during the holidays
• Office lunch and a fully stocked snack bar
• While we are an in office culture, we allow up to 2 remote days per week