Customer Success Manager

Summary

Join Anagram, the leading insurance billing platform for eye care providers, as a Customer Success Manager. You will be the face of the company, building and maintaining long-term relationships with clients. Manage a large book of business, ensuring client satisfaction and driving product adoption. You will work directly with clients to manage relationships, retain revenue, and identify growth opportunities. The role requires strong communication and negotiation skills, the ability to manage multiple priorities, and a proven track record of success in a high-growth environment. Anagram provides comprehensive training and the necessary tools to succeed. We offer a fast-paced, remote-first environment with industry-leading compensation and benefits.

Requirements

• Proven background in maintaining a healthy book of business
• Success in a high-growth environment and adaptable to change
• Strong communication, negotiating, and interpersonal skills, with the ability to navigate conflict and foster transparent dialogue
• Clear and precise communication
• Uses good judgment in customer-facing interactions
• Ability to work under pressure
• Strong attention to detail
• Tech-savvy
• Ability to effectively manage multiple priorities while working in a fast-paced environment
• A track record of building - you’re excited to help create processes and strategies to build a world-class Customer Success Organization

Responsibilities

• Manage a large book of business; you are not intimidated by 250+ accounts
• Manage our self-contained training program and check in on new customers to be sure they are hitting internal time-to-value metrics
• Deliver and communicate ROI for our clients, throughout the customer lifecycle
• Ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
• Interpret user key health indicators, to drive and improve product utilization and adoption
• Identify growth opportunities within an account and own renewal conversations
• Influence a positive, solution-centric, and results-driven partnership with customers to ensure that they achieve their desired outcome on the platform
• Quarterback experiences by various cross-functional teams at Anagram, on behalf of the customer
• Solicit positive feedback, company reviews, and referrals from happy customers
• Attend conferences and trade shows (occasionally as needed)

Preferred Qualifications

• Experience working at a SaaS startup
• Experience in healthcare technology
• Knowledge of insurance/medical terminology
• Familiarity with EHR/PM systems that are prevalent in Optometry

Benefits

• Industry-leading compensation including salary and equity ownership
• MacBook, monitor, and all the technologies you need to succeed
• Medical & Dental Insurance
• 401k
• Fast-paced startup environment
• Remote first company