Customer Success Manager

Summary

Join ImPACT Applications as a Customer Success Manager and ensure the satisfaction, adoption, and retention of school and sports accounts. You will leverage technology platforms, nurture customer relationships, and drive customer success, playing a critical role in expanding ImPACT's reach. This entry-level position involves managing a high volume of accounts, maximizing customer retention, conducting regular check-ins, driving revenue retention, collaborating with marketing, and advocating for customer needs. The role requires experience in B2B SaaS, preferably in HealthTech/MedTech, and strong communication and relationship-building skills. The position is remote with minimal travel.

Requirements

• 2+ years of experience in B2B SaaS preferably within HealthTech/MedTech industry
• Skilled in understanding customer needs and helping them tailor product usage to meet their objectives
• Ability to effectively manage a larger customer base, by being organized and can prioritize a high volume of customer requests
• Exceptional communication skills, both written and verbal
• Proficiency in building and maintaining strong customer relationships, ensuring their needs and concerns are addressed

Responsibilities

• Begin your career in Customer Success. This role is considered an entry-level Customer Success position
• Manage a high volume of school and sports accounts with support through digital automated campaigns and data analysis
• Maximize customer retention and satisfaction by proactively engaging customers, while addressing any issues or concerns
• Conduct regular check-ins and communication touchpoints
• Drive revenue retention, address overages, and identify expansions opportunities
• Work with Marketing to create nurture and expansion campaigns for school/sports segment
• Convert active customers to new SaaS subscription model
• Advocate on behalf of our customer needs to the Product team

Preferred Qualifications

• Experience carrying a quota
• Fluency with CRM systems, preferably Salesforce and/or Totango
• Proven track record of developing and implementing renewal strategies
• Experience in start-up / fast-paced business

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