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 ideal candidate has a proven background in maintaining a healthy book of business and thrives in a fast-paced, high-growth environment. Anagram provides comprehensive training and the necessary tools for success. Grow with us as we continue our expansion!

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