Customer Success Manager

Summary

Join ImPACT Applications as a Customer Success Manager and ensure the satisfaction, adoption, and retention of clinical accounts. You will leverage technology platforms, nurture customer relationships, and drive customer success. This role is critical in expanding ImPACT's reach and ensuring safe recovery for athletes and patients. Responsibilities include maximizing customer retention, conducting regular check-ins, driving revenue growth, identifying expansion opportunities, and advocating for customer needs. The ideal candidate possesses 2+ years of experience in Customer Success or Account Management, preferably in HealthTech/MedTech, experience with quotas and B2B SaaS, CRM fluency, and strong communication skills. The position offers remote work with occasional travel and a comprehensive benefits package.

Requirements

• 2+ years of experience in Customer Success or Account Management, preferably within HealthTech/MedTech industry
• Experience carrying a quota
• Experience in B2B SaaS business
• 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
• Quarterly Focus Days
• Flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Company orientation and 30/60/90 Day Onboarding