Customer Success Manager I

Summary

Join Henry Schein One as a remote Customer Success Manager and contribute to the growth and retention of Patient Engage accounts. You will onboard new customers, proactively monitor account health, conduct regular business reviews, and build strong relationships with clients. This role requires managing escalated customer issues, developing resolution plans, and collaborating with internal resources. You will also maintain a thorough understanding of assigned accounts and share best practices with the team. The position offers competitive compensation, excellent benefits, and opportunities for professional growth within the healthcare technology industry. This role is remote within the United States, excluding specific states and territories.

Requirements

• Typically 2 to 4 years of related professional experience
• Typically a Bachelor's Degree or global equivalent in related discipline
• Consultative approach to customer success
• Deep customer empathy
• Customer experience champion
• Exception Demandforce product knowledge
• Ability to have difficult conversation with customers
• Understanding of competitive landscape
• Basic understanding of industry practices
• General proficiency with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem solving skills
• Good verbal and written communication skills
• Basic presentation and public speaking skills
• Basic interpersonal skills
• Developing professional credibility

Responsibilities

• Onboard new customers by managing account creation, coordinating software installs, training the customer on the product, ensure product adoption/usage, and provide ongoing support as their primary point of contact
• Monitor customer’s ongoing health scores and product utilization to proactively engage customers to prevent attrition and ensure customer satisfaction with product and services
• Develop and maintain creditable and strong relationships with business owners by performing regular quarterly/annual business reviews, business assessments, and status reports
• Handle escalated customers with a high level of professionalism and tact
• Work with at risk accounts to conduct a business review, develop resolution plans, and align internal resources to resolution
• Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and likelihood of renewal
• Regularly share best practices with the rest of the Customer Success team

Benefits

• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Paid Parental Leave
• Short Term Disability
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts
• Sick Leave (if applicable)
• Income Protection
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities