Customer Success Manager

Summary

Join DearDoc, a Great Place to Work award-winning company, as a Customer Success Manager leader! In this role, you will manage and develop a team of customer success managers, driving key performance metrics and ensuring customer satisfaction. You'll need at least 3 years of experience in a revenue-driven customer success role and 2 years in people management within a revenue-focused team, preferably in a startup or SaaS environment. The ideal candidate possesses excellent communication and problem-solving skills, thrives in a fast-paced environment, and is comfortable leading a remote international team. DearDoc offers a competitive salary, comprehensive benefits including medical, dental, vision, 401k match, unlimited PTO, and various other perks. This is a fantastic opportunity to grow your career within a dynamic and innovative healthcare technology company.

Requirements

• Minimum of 3 years experience in a revenue-driven customer success or account management role
• Minimum 2 years experience in people management for a team with revenue targets, preferably in a start-up or SaaS company
• Excellent communication skills both with customers and within an organization
• Strong track record of identifying customer needs and successfully implementing long-term software solutions
• Strong track record of defining and executing against key performance indicators
• Ability to build trust and rapport with a customer success managers
• Ability to challenge team members and be challenged to achieve team goals
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Comfortable and willing to be a hands-on contributor, on-site with customers (future)
• 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
• Team Player

Responsibilities

• Manage the Customer Success Managers to ensure that each team member can succeed
• Bring the energy to the team at weekly meetings and training sessions - Setting the Tone!
• Hire, train, coach, and develop a team of customer success managers
• Build a team that wins, has fun, and lives DearDoc Pillars
• Conduct weekly 1:1 meetings with CSMs to review performance and support their growth
• Prioritize where we invest our resources and efforts with customers
• Drive the team towards key performance metrics
• Monitor and identify adoption, maturity, and growth trends for the team and customers to inform Senior Leadership
• Identify customer needs and ensure customer success with special emphasis on upsell, adoption, expansion, and renewals
• Partner with the Sales organization to engage in pre-sales activities for high value opportunities
• Contribute to the overall vision and strategy of the Customer Success organization
• Provide operational oversight of the business to deliver on targets and KPIs
• Leading an international remote team at a constantly changing startup

Preferred Qualifications

• Experience with Mid-Market and Enterprise CS operations preferred
• Managing a remote team preferred
• Previous experience in a fast growing startup environment

Benefits

• Medical, Dental, Vision
• 401(k) Match
• Unlimited PTO
• Commuter Benefits
• Mental Health Benefits
• Wellness Benefits
• HealthAdvocate Services
• Teladoc Services
• CitiBike Membership