Customer Success Manager

Summary

Join Vitable as a Customer Success Manager and play a key role in ensuring customer satisfaction and retention. You will cultivate strong customer relationships, act as the primary point of contact for inquiries, conduct regular check-ins, and provide training and support. Responsibilities include executing customer retention strategies, identifying opportunities for growth, and driving the renewal process. You will collaborate with internal teams to enhance customer experience and contribute to revenue growth. This is a high-impact role influencing the future of the Customer Success function and helping businesses improve employee healthcare.

Requirements

• 3-5+ years of Customer Success experience in a fast-paced SaaS business
• Proficient navigating across multiple systems, including HubSpot, Notion, G-Suite and Chargebee
• Self-motivated, independent, and adaptable; comfortable with ambiguity, multitasking, and context switching
• Passionate about customer satisfaction and seamless delivery
• A lifelong-learner willing to take initiative and actively pursue answers
• Enthusiastic about helping colleagues and team members succeed–we win as a team
• Ability to effectively self-manage in a remote work culture spanning multiple time zones
• Exceptional ability to identify retention risks and proactively address them
• Excellent communication skills and ability to represent Vitable in key customer meetings and at events
• A track record of high customer retention and revenue expansion

Responsibilities

• Cultivate and maintain strong relationships with customers, ensuring their satisfaction with our products and services
• Act as the primary point of contact for customer inquiries and issues, providing timely and effective solutions
• Conduct regular check-ins with customers to assess their needs and identify opportunities for cross-selling and upselling
• Provide training and support to customers on Vitable products, ensuring they that they maximize their ROI
• Execute on and assist in refining processes for customer retention, renewals, and expansion
• Use client check-ins and retention work to help to build a comprehensive, data-driven story on customer account health, discover opportunities for growth, and uncover areas for improvement within existing products and services
• Drive proactive client communication to ensure renewals are won with ease
• Maintain detailed records of client interactions to ensure availability of pertinent information, and prevent communication redundancy and fatigue
• Serve as an advocate for the client, amplifying and escalating feedback through the appropriate channels
• Drive the renewal process by managing your pipeline and initiating early client renewal conversations
• Recognize areas of difficulty and opportunities, and suggest practical solutions to address them
• Partner with Customer Success peers to drive process improvements within our team
• Collaborate with Clinical Operations, Engineering, Marketing, and Sales to enhance and drive customer experience and ROI

Benefits

• 100% Silver Plan + Full Medical Coverage
• Dental and Vision Voverage
• 401(k) and Life Insurance
• Access to Vitable’s Primary Care membership
• Unlimited PTO
• Remote-first culture with a supportive team
• MacBook and any other gear you need
• Mentorship opportunities through First Round Capital
• Home office setup stipend
• Competitive equity package