Manager of Customer Success
Job Description
Great Places to work 2022 and 2023
DearDoc provides top doctors with a suite of technology and marketing tools, allowing them to run their practices more efficiently, so that they can give their full attention to their patients. DearDoc works endlessly to ensure that every practice is given whatever they need to run smoothly, and more importantly, to continuously grow with new patients. We are a passionate and hard-working team, dedicated to the 4,500+ practices who use our technology and working to innovate the healthcare space each and every day.
Working with teammates all over the world, we enjoy the autonomy and innovation of a startup environment where people rally around a shared vision, advance quickly within the company, and are invigorated by our fun, fast-paced culture. Truly…we have a LOT of fun.
We’ve been doing this since 2019 and we’d like to think we’re pretty good at it. We are always looking for people who will make us better.
Salary Range: 80K Base, 100K OTE
Benefits
- Medical, Dental, Vision, 401(k) Match
- Unlimited PTO
- Commuter Benefits
- Mental Health Benefits
- Wellness Benefits
- HealthAdvocate Services
- Teladoc Services
- CitiBike Membership
Essential Functions & Responsibilities
- Manage the Customer Success Managers to ensure that each team member can succeed
- Bring the energy to the team at weekly meetings and training sessions – Setting the Tone!
- Hire, train, coach, and develop a team of customer success managers
- Build a team that wins, has fun, and lives DearDoc Pillars
- Conduct weekly 1:1 meetings with CSMs to review performance and support their growth
- Prioritize where we invest our resources and efforts with customers
- Drive the team towards key performance metrics
- Monitor and identify adoption, maturity, and growth trends for the team and customers to inform Senior Leadership
- Identify customer needs and ensure customer success with special emphasis on upsell, adoption, expansion, and renewals
- Partner with the Sales organization to engage in pre-sales activities for high value opportunities
- Contribute to the overall vision and strategy of the Customer Success organization
- Provide operational oversight of the business to deliver on targets and KPIs
- Leading an international remote team at a constantly changing startup
Skills & Background
- Minimum of 3 years experience in a revenue-driven customer success or account management role
- Minimum 2 years experience in people management for a team with revenue targets, preferably in a start-up or SaaS company
- Excellent communication skills both with customers and within an organization
- Strong track record of identifying customer needs and successfully implementing long-term software solutions
- Strong track record of defining and executing against key performance indicators
- Ability to build trust and rapport with a customer success managers
- Ability to challenge team members and be challenged to achieve team goals
- Proactive interest to increase customer satisfaction and deepen customer relationships
- Comfortable and willing to be a hands-on contributor, on-site with customers (future)
- Experience with Mid-Market and Enterprise CS operations preferred
- Managing a remote team preferred
- Previous experience in a fast growing startup environment
- Resilient and hardworking (GRIT)
- A positive, polite, confident, sincere and friendly disposition
- The ability to solve problems & to think dynamically
- Adaptability – we’re growing and evolving, and the rocket ship is about to take off
- Ability to think differently
- Team Player
DearDoc, Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business needs.
We do our best to respond to all applications as quickly as possible. We look forward to reviewing your background and connecting shortly to learn more about you! In the meantime….CHECK US OUT!
Great Places to work 2022 and 2023