Remote Senior Customer Success Manager

Summary

Join our highly collaborative, remote-first team as a Client Success Manager and help our customers receive value quickly by managing product implementation and onboarding. As the voice of the customer, you will work closely with our customers during the entire lifespan of their projects, providing continual feedback to the Product team on how we can improve our product suite.

Requirements

• 5+ years of customer success or account management/project management experience in a SaaS or software company
• Ability to handle complex accounts with 100’s of integrations from relationship to execution
• Extremely organized and detail-oriented with an exceptional ability to handle multiple client projects simultaneously, including systematic follow up and responsiveness to client requests
• Technical aptitude and ability to learn software programs (Clickup, Slack, Teams)
• Have, or be willing to learn, basic technical skills in SQL and connecting to APIs to confidently discuss technical terms
• Have, or be willing to learn basic healthcare terminology
• Excellent communication and interpersonal skills
• Flexible approach, able to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a “can do” attitude

Responsibilities

• Help customers receive value quickly by managing product implementation and onboarding
• Collaborate closely with both internal and external team members
• Collaborate with the product and development teams to set up or configure our platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Provide continual feedback to the Product team on how we can improve our product suite
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Manage client relationships in a manner that is focused on proactive engagement. Educate clients on the resources available (i.e. support, training, etc) and ensure they are being utilized