Senior Customer Success Manager

Summary

Join Findhelp, a mission-driven organization revolutionizing social care access, as a Customer Success Manager. You will build and nurture key customer relationships, onboard new clients, and drive product adoption. This remote role, based in New Hampshire, requires managing client communications, tracking usage metrics, resolving technical issues, and facilitating training. Success in this position demands strong communication, problem-solving, and account management skills within the healthcare sector. Findhelp offers a competitive salary, comprehensive benefits, and a supportive work environment.

Requirements

• Possess a strong desire to use your job and mind to make the world a better place for people in need
• BS/BA degree or equivalent
• 7+ years experience in account management, customer success, project management, with a significant experience managing large enterprise accounts for healthcare or health plan organizations
• Experience with technology and able to learn new technologies quickly; direct experience with SaaS application support requirements
• Customer-focused, enthusiastic, positive, and service-oriented
• Experience with social determinants of health and healthcare
• Interest in organizational innovation, social enterprise, community organizations, and governmental groups
• Ability to prioritize, multi-task, and perform effectively under pressure
• Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
• Ability to travel to some customer locations

Responsibilities

• Proactively engage clients to drive product adoption and optimal product experiences
• Develop & maintain relationships with key customer champions including Executive Sponsor, Project Manager and Technical Lead, to name a few
• Manage client and project communications- be a leader driving the project plan and sharing best practices of how your customers can mobilize findhelp’s functionality
• Track customer usage metrics and respond to any customer deployment or product issues
• Create and deliver Executive Business Reviews on a quarterly cadence
• Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps
• Manage escalations and expectations for both the client and internal personnel
• Take ownership of the entire onboarding process for each client
• Facilitate a smooth hand-over from sales to service
• Create and manage the scope and timeline of rollout, alongside customer expectations
• Train customer’s staff and relevant partners on how to use findhelp’s suite of tools
• Create and share materials to support internal and external marketing
• Advocate for the customer, champion their success, drive renewals and expansions
• Drive usage throughout customer organizations including growing usage across teams, departments as well as the adoption of product features to achieve the customer’s goals
• Collaborating with the Customer Success team to build a thriving department and foster the overall success of findhelp and the people we serve
• Advocating for the ongoing needs and goals of the customer internally - gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go

Benefits

• 401k & stock options
• Free food and onsite gym at our Austin HQ
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Health, dental, and vision insurance
• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program
• Culture Committee
• Leadership Development Training
• Paid Volunteering Time