Customer Success Manager

Summary

Join PocketHealth's Customer Success team as a Customer Success Manager and make a real impact on the future of healthcare. You will cultivate strategic relationships with existing small to medium-sized customers, focusing on growing their business quarter-over-quarter. This role involves a dynamic mix of relationship management, strategic thinking, and delivering exceptional experiences to hospital partners and their patients. The position is full-time and work-from-home based, with some travel required primarily in Southern Ontario, but potentially throughout Canada and the US. You will be supported by dedicated marketing and onboarding teams to help you achieve your account growth goals. This is an entry-level opportunity for those passionate about healthcare and customer success.

Requirements

• Experience in a customer-facing role like Sales, Customer Support or similar where customer experience is a key focus
• Education in & passion for healthcare
• Stellar relationship building skills
• You can get around: The best way to get to know our customers is often in-person. So, you have a driver’s license, a passport and a passion for in-person interaction
• You're organizational royalty. Planners, calendars, notebooks - whatever you use works for you, and works for you well. Your organizational skills allow you to manage a book of 30+ accounts with ease without overwhelm and without sacrificing integrity or the experience we create for our providers
• You hustle. This means you take ownership of the growth in your book of business and do what it takes to get it done - and get it done well

Responsibilities

• Own, manage and grow a dedicated book of business, consisting of a variety of small to medium accounts
• Uncover and develop opportunities for cross-selling and up-selling
• Become an expert on PocketHealth marketing programs, and guide your partners toward the growth solutions best suited for their patients, staff & operational goals
• Hold periodic business reviews, site visits and training for your customers — both virtually and in-person
• Build strong relationships with key stakeholders — from front-line reception to C-suite — across your accounts
• Present tailored demos & training of PocketHealth to staff at all levels of seniority within your accounts, both virtually and in-person
• Be accountable for meeting quarterly KPIs primarily related to revenue growth metrics within your book of business
• Work cross-functionally with Product, Marketing, Onboarding, and Support and act as a trusted advisor and liaison between your accounts and internal Pocket Health teams

Preferred Qualifications

• Existing experience as a CSM or similar where expansion & growth has been a key focus
• You know what needs to get done, and you know how to break it down and deliver. From start to finish, you pride yourself on seeing it through and executing with excellence
• Drive, ownership and delivering value are part of your DNA. You should be able to point to multiple examples from the past that clearly demonstrate how you overcame obstacles to reach expansion targets
• Your track record of building relationships internally and externally is one that you're proud of. Building relationships comes naturally to you. You're big on feedback so share it regularly, and keep the customer experience top of mind. You're comfortable demoing and training stakeholders on new & existing functionality
• Your creativity and innovation allows you to think of solutions in out-of-the-box ways. Progress over perfection is where it's at!

Benefits

• Working remotely
• Competitive salaries and benefits (including stock options for every employee!)
• Four weeks of paid time off
• Unlimited paid wellness days
• Extended mental health coverage
• 16 weeks of parental leave top-up