Customer Success Manager
Job Description
About Our Client
Our client is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent.
About The Role
As a Customer Success Manager, the primary responsibility is to ensure the satisfaction, adoption, and retention of school and sports accounts. By efficiently leveraging various technology platforms and nurturing customer relationships, this role plays a pivotal part in driving customer success. This individual will be critical in expanding the company’s reach and ensuring that more athletes and patients worldwide safely recover from mild traumatic brain injuries.
In this role you will get to
– Conduct regular check-ins and communication touchpoints.
– Drive revenue retention, address overages, and identify expansion opportunities.
– Convert active customers to a new SaaS subscription model.
– Advocate on behalf of customer needs to the Product team.
– Collaborate with Marketing to create nurture and expansion campaigns for the school/sports segment.
– Begin a career in Customer Success. This position is considered an entry-level Customer Success role.
– Manage a high volume of school and sports accounts with support through digital automated campaigns and data analysis.
– Maximize customer retention and satisfaction by proactively engaging customers, while addressing any issues or concerns.
Requirements
– 2+ years of experience in B2B SaaS, preferably within the HealthTech/MedTech industry.
– Experience carrying a quota is preferred.
– Fluency with CRM systems, preferably Salesforce and/or Totango.
– Proven track record of developing and implementing renewal strategies is preferred.
– Skilled at understanding customer needs and helping them tailor product usage to meet their objectives.
– Ability to effectively manage a larger customer base while remaining organized and prioritizing a high volume of customer requests.
– Exceptional communication skills, both written and verbal.
– Proficiency in building and maintaining strong customer relationships, ensuring their needs and concerns are addressed.
– Experience in a start-up or fast-paced business is a plus.
Physical Requirements for this position
– Remote work arrangement.
– Travel 1-2 times a year for off-site team meetings or conferences.
– May require stationary positions (sitting or standing) for extended periods.
Why Join the Team?
At the hiring company, achieving real results for students and educators is more than talk – it’s what is done. As the organization grows, so will you, offering the chance to expand skills on an ambitious, solution-focused team. Join in making great work possible, where well-being and a dedication to making an impact go hand in hand. If you’re ready for an ambitious, collaborative environment, this is the place for you.
Benefits
– Medical, Dental, and Vision plans
– Company-paid basic life and AD&D insurance
– Company-paid short-term and long-term disability
– Supplemental life insurance options
– Company-paid Employee Assistance Program (EAP)
– Retirement plan with discretionary company matching
– Flexible Spending Account (FSA) and Health Savings Account (HSA) options
– Premium subscription to Calm for employees and their dependents
– Company-paid time off (PTO)
– 13 named holidays, 2 floating holidays, and 4 early-release half days
– Quarterly Focus Days
– Flexible work arrangements
– Work-from-home expense reimbursement
– Tuition Reimbursement Program
– Company orientation and 30/60/90 Day Onboarding