Customer Success Manager

Summary

Join Braid Health, a digital health company, as a Customer Success Manager! This full-time, remote position (US/Canada) requires 5+ years of experience in account management for medical software/services within clinic environments. You will build and maintain strong client relationships, proactively address customer needs, and collaborate with internal teams. The ideal candidate possesses superior customer service skills, problem-solving abilities, and experience with Google Suite, Notion, and Slack. Braid offers excellent benefits including 100% remote work, flexible PTO, and comprehensive medical, dental, and vision insurance.

Requirements

• 5+ years of Account Management experience supporting medical software and or services
• 5+ years of experience navigating the clinic environment (primary care, urgent care offices)
• 5+ years of experience as a strategic partner for healthcare accounts
• Track record of superior customer service
• Ability to juggle multiple competing tasks and demands with the appropriate sense of urgency
• Confidence to work independently, take initiative, and complete tasks
• Demonstrated problem-solving skills by gathering information and using judgment that is consistent with the company’s standards, best practices and policies
• Excellent verbal and written communication skills

Responsibilities

• Act as a trusted strategic advisor for key decision-makers across your assigned accounts
• Build and maintain strong, long-lasting client relationships
• Promote client satisfaction through exemplary customer service and problem resolution
• Proactively anticipate your accounts’ needs by checking in with your accounts regularly as well as using a data driven approach to understand trends
• Build strong, collaborative relationships with customer stakeholders by deeply understanding their goals and challenges
• Proactively monitor account health to surface potential issues before they impact the customer experience
• Act as the go-to resource for customers and address concerns with timely, effective and practical resolutions
• Collaborate with internal teams, including product, engineering and technical support to address customer needs
• Identify opportunities to expand customer engagement and contribute to our customers' success as our own

Preferred Qualifications

Experience with Google Suite, Notion and Slack is an asset

Benefits

• 100% Remote
• Medical, Dental, & Vision
• Flexible PTO