Customer Success Manager

Summary

Join a passionate and hard-working team at DearDoc, where you'll have the autonomy and innovation of a startup environment. As a sales or revenue-driven customer success professional, you'll drive growth, manage a large book of business, and ensure client satisfaction.

Requirements

• Minimum of 1-2 year experience in a sales OR a revenue-driven customer success or account management role
• Proven ability to manage a large book of business - you are not intimidated by 100+ accounts
• Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities
• Success in a high-growth environment and adaptable to change
• Can make a challenge into an opportunity
• Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
• Experience collaborating with various internal teams to push projects through completion in a timely manner
• Strong project management with a strict attention to detail
• Deep customer empathy and emotional intelligence
• Keen eye for opportunities to increase revenue
• Impeccable attention to detail to perform the highest quality of work
• Great interdepartmental communication skills
• Understanding of customer experience with a product
• Resilient and hardworking (GRIT)
• A positive, polite, confident, sincere and friendly disposition
• The ability to solve problems & to think dynamically
• Adaptability – we’re growing and evolving, and the rocket ship is about to take off
• Ability to think differently

Responsibilities

• Meet and exceed net churn, renewal revenue, and upsell revenue goals
• Identify and close opportunities for expansion within your Book of Business
• Manage cancellation requests within the SLA guidelines
• Meet and exceed product adoption goals
• Drive product/feature adoption with solution-based consultations with customers
• Identify and resolve at-risk adoption indicators within SLA
• Report product feedback to product team
• Expert in product knowledge on features and function to achieve customer outcomes
• Maintain strict adherence to customer follow-up SLAs - We never want a customer to ask for an update
• Solicit for advocacy opportunities (i.e. case studies, testimonials, webinar panelists, etc.)
• Meet and exceed CSAT/NPS goals
• Conduct regular success calls & business reviews with customers

Benefits

• Unlimited PTO
• 11 Paid Holidays
• Annual Week off For the Holidays
• $150/ month USD stipend towards health insurance