Customer Success Manager - Healthcare

Requirements

Define and optimize customer journey to facilitate customer ROI Attainment

• Create and Manage a Success Plan for customers in your assigned segment.
• Define and oversee lifecycle processes/touch points.
• Identify opportunities for continuous improvement.
• Manage and lead the Customer Executive Business Review Process for customers assigned to your segment.

Drive value for customers

• Engage with customers to drive software adoption.
• Demonstrate and promote new products, enhancements, and updates.
• Support assigned accounts to drive product adoption and ensure they leverage the solution to achieve full business value.
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
• Provide targeted software training to Customers as needed.
• Actively manage customer health to keep customers engaged in the platform and adopting each new feature.
• Be a trusted advisor to customers, driving product usage.
• Identify ways to increase client usage, identifying processes, best practices, and workflows within the organization to better leverage product solutions.

Drive alignment with Renewals & Upsell and Sales

• Engage in the renewal process with clients within your segment; proactively driving the retention rate of our customers.
• Forecast retention, expansion, and new product offerings for assigned accounts.

Utilize Key metrics

• Own tracking and reporting for key business and growth metrics including churn by segment, upsell by segment, and overall renewal cohort customer health.
• Prioritize resources using a data-driven approach focusing on at-risk scenarios and expansion opportunities.
• Provide quarterly account status reports and action plans for identified customers.
• Make data-informed decisions.

Requirements

Bachelor's degree or equivalent practical experience required, MBA preferred.

3+ years of experience as a Customer Success Manager, Account Manager, Business Development Manager, or Similar.

Experience managing renewal conversations and renewing existing agreements within a Saas application lifecycle.

Experience in business strategy consultation; advising and driving strategy at the Executive level of growth-focused organizations.

Strong financial acumen and business sense.

Strong problem solving and analytical skills; ability to evolve business and product strategy based on research, data, and industry.

You learn technology quickly and navigate it with ease. Ability to travel 10% of time in the US.

Benefits

• Competitive salary
• Great benefits package including medical, dental, vision, HSA & FSA plans
• 401(k)
• Generous PTO plan, plus 12 paid national holidays
• Fun, collaborative environment where the company is working to define the future of telemedicine
• Excellent opportunity for professional growth