Customer Success Manager

Summary

Join RethinkCare as a Customer Success Manager (CSM) and contribute to the success of our neurodiversity-focused platform. You will build and maintain relationships with key decision-makers at client organizations, driving engagement and utilization of our products and services. As a CSM, you will be responsible for managing client needs, collaborating with internal and external teams, and proactively identifying trends in customer usage. You will also advise on strategies to enhance client satisfaction and retention. This role requires strong customer service, communication, and problem-solving skills, along with experience in the healthcare industry. RethinkCare offers a remote work opportunity for candidates in select states and provides a generous benefits package.

Requirements

• Bachelor’s degree or equivalent experience required
• Minimum of 4 years of experience interfacing directly with customers with healthcare organization representatives (HR resources, benefit consultants, third-party vendors, etc.)
• Ability to function independently with limited supervision and as a team member within the Client Success Team
• Interact professionally with other entities, both internal and external, while managing sometimes complex interactions
• Strong customer service and communication skills
• Ability to research and determine root cause and analysis; facilitate prompt resolution
• Ability to multitask and prioritize workload, excellent organizational and time management skills
• Ability to make to make timely and effective decisions consistent with Rethink business goals and culture
• Protect and take care of our company and member’s data every day by committing to work within our company ethics and policies

Responsibilities

• Builds and maintains relationships with key HR decision makers and business leaders at the customer's organization to establish alignment on mutual goals and trust in future interactions
• Puts forward strategies and recommendations around driving engagement for members on behalf of the client
• Understands / recommends communication strategies to drive utilization of our tools in the unique/custom needs of the clients’ goals, culture, and needs
• Actively monitors and proactively identifies trends in customer / member utilization of our tools and services
• Acts as subject matter expert on how to interpret trends and analyses
• Put together action plans to act on these trends
• Responds to complex inquiries, solves non-routine problems using independent discretion, and ensures client satisfaction with the service provided by Rethink
• Address and Promote status and/or resolution of issues to clients, benefit consultants, and other vendor partners in a thoughtful, professional, and articulate manner
• Facilitates with product, operations, consulting BCBA (Board Certified Behavior Analyst), and other internal areas for resolution of client inquiries and issues
• Sets strategies to address future needs as necessary
• Collaborates with third-party vendors and partners on behalf of the client to gather or communicate information and /or resolve issues
• Facilitates and leads in standard client processes such as annual renewals, communication strategies and requests
• Is a strategic partner to the client in helping to promote and drive utilization of our tools and services
• Advise Client Executive (CE) of client status, suggestions on how to increase engagement, value prop enhancement strategies and opportunities for improved client satisfaction
• Proactively builds and maintains knowledge of healthcare landscape, solutions, and business priorities
• Understands ongoing and new potential threats the customers face
• Assists and/or works to understand the customers' business strategy and the direction of the industry
• Strong understanding of mental wellbeing market, needs, and challenges

Preferred Qualifications

Intermediate knowledge of Microsoft Office Suite, Salesforce, Gainsight and other client support systems is preferred

Benefits

• Generous health, dental & vision benefits package
• Paid time off
• 11 paid holidays
• 401k + matching
• Parental leave
• Professional development assistance