Athelas is hiring a
Customer Success Manager, Remote - Worldwide

Summary

Athelas + Commure is looking for a Customer Success Manager to ensure the success and satisfaction of clients. The role involves building relationships, understanding objectives and challenges, collaborating with internal teams, developing customer success plans, monitoring customer success metrics, managing escalations, and conducting regular business reviews.

Requirements

• 3-4+ years of experience in a customer success or account management role, preferably in a SaaS or subscription-based business model
• Experiential knowledge working with healthcare systems or healthtech strongly preferred
• Knowledge of CRM and customer success tools, such as Salesforce
• Excellent communication and collaboration skills with the ability to build strong relationships with customers and internal teams
• Strong problem-solving skills with the ability to identify customer challenges and develop creative solutions
• Familiarity with customer success metrics and KPIs, including adoption, retention, and expansion
• Ability to manage multiple projects and priorities in a fast-paced, dynamic environment
• Learning and growth mindset

Responsibilities

• Build and maintain strong relationships with customers, serving as their primary point of contact for all post-sale activities
• Understand customer objectives and challenges, and develop plans to help them achieve their goals using our product
• Collaborate with cross-functional teams, including product management, sales, marketing, and support, to ensure customer success and satisfaction
• Develop and execute customer success plans that align with customer objectives and drive value and ROI
• Monitor and measure customer success metrics, including adoption, retention, and expansion, and identify areas for improvement
• Advocate for customers internally, providing feedback to product management and other teams to ensure customer needs are met
• Manage customer escalations and work to resolve issues in a timely and effective manner
• Conduct regular business reviews with customers to ensure alignment and drive continued success

Benefits

• Highly Driven Team
• Strong Backing
• Incredible Growth
• Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off