Customer Success Manager
Job Description
About The Role
As a Customer Success Manager, your primary responsibility is to ensure the satisfaction, adoption, and retention of clinical accounts. By efficiently leveraging various technology platforms and nurturing customer relationships, you will play a pivotal role in driving customer success. This individual will play a critical role in expanding the reach of the business and ensuring more athletes and patients worldwide safely recover from mild traumatic brain injuries.
In this role you will get to:
- Maximize customer retention and satisfaction by proactively engaging customers while addressing any issues or concerns
- Conduct regular check-ins (QBRs) and communication touchpoints
- Drive revenue growth and upsell opportunities with some of the business’s largest clinical and healthcare accounts
- Identify and work with the Sales team on expansion and cross-sell opportunities
- Convert active customers to a new SaaS subscription model
- Advocate on behalf of customer needs to the Product team
Requirements
- 2+ years of experience in Customer Success or Account Management, preferably within the HealthTech/MedTech industry
- Experience carrying a quota
- Experience in a B2B SaaS environment
- Fluency with CRM systems, preferably Salesforce and/or Totango
- Proven track record of developing and implementing renewal strategies
- Skill in understanding customer needs and helping them tailor product usage to meet their objectives
- Ability to effectively manage a larger customer base, ensuring regular interactions and issue resolution
- Exceptional communication skills, both written and verbal
- Proficiency in building and maintaining strong customer relationships, ensuring their needs and concerns are addressed
- Ability to navigate multi-stakeholder accounts and develop relationships with key decision-makers
- Experience in a startup or fast-paced business is a plus
Physical Requirements for this position
- Remote
- Travel 1-2 times a year for off-site team meetings or conferences
- May require stationary positions (sitting or standing) for extended periods
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 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