Riverside Insights is hiring a
Customer Success Manager

Summary

The job is for a Customer Success Manager at ImPACT Applications to ensure customer satisfaction, drive revenue growth, and expand the company's reach in the HealthTech/MedTech industry. The role is remote with occasional travel and offers various benefits including health insurance, retirement plans, flexible work arrangements, and tuition reimbursement.

Requirements

• 2+ years of experience in Customer success or Account Management, preferably within HealthTech/MedTech industry
• Experience in B2B SaaS business and carrying a quota
• Fluency with CRM systems, preferably Salesforce and/or Totango
• Proven track record of developing and implementing renewal strategies
• Skill in understanding customer needs and helping them tailor product usage to meet their objectives
• Ability to effectively manage a larger customer base, ensuring regular interactions and issue resolution
• Exceptional communication skills, both written and verbal
• Proficiency in building and maintaining strong customer relationships, ensuring their needs and concerns are addressed
• Ability to navigate multi-stakeholder accounts and develop relationships with key decision-makers

Responsibilities

• Maximize customer retention and satisfaction by proactively engaging customers, while addressing any issues or concerns
• Conduct regular check-ins (QBRs) and communication touchpoints
• Drive revenue growth and upsell opportunities with some of the business’ largest clinical and healthcare accounts
• Identify and work with Sales team on expansion and cross-sell opportunities
• Convert active customers to new SaaS subscription model
• Advocate on behalf of our customer needs to the Product team

Preferred Qualifications

Experience in start-up / fast-paced business is a plus

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid short-term and long-term disability
• Supplemental life insurance options
• Company paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employee and dependents
• Company paid time off (PTO)
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Company orientation and 30/60/90 Day Onboarding