Customer Success Manager
February 3
Description
• Pillars: Revenue Management, Product Adoption, Customer Advocacy • Revenue Management • Meet and exceed net churn, renewal revenue, and upsell revenue goals • Identify and close opportunities for expansion within your Book of Business • Manage cancellation requests within the SLA guidelines • Product Adoption • Meet and exceed product adoption goals • Drive product/feature adoption with solution-based consultations with customers • Identify and resolve at-risk adoption indicators within SLA • Report product feedback to product team • Expert in product knowledge on features and function to achieve customer outcomes • Customer Advocacy • Maintain strict adherence to customer follow-up SLAs - We never want a customer to ask for an update. • Solicit for advocacy opportunities (i.e. case studies, testimonials, webinar panelists, etc.) • Meet and exceed CSAT/NPS goals • Conduct regular success calls & business reviews with customers
Requirements
• Minimum of 1-2 year experience in a sales OR a revenue-driven customer success or account management role • Proven ability to manage a large book of business - you are not intimidated by 100+ accounts • Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities - you’re not afraid to advocate for DearDoc products and sell additional tools/products to help our practices accomplish their business needs! • Success in a high-growth environment and adaptable to change • Can make a challenge into an opportunity • Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions • Experience collaborating with various internal teams to push projects through completion in a timely manner • Strong project management with a strict attention to detail • Deep customer empathy and emotional intelligence • Keen eye for opportunities to increase revenue • Impeccable attention to detail to perform the highest quality of work • Great interdepartmental communication skills • Understanding of customer experience with a product • 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
Benefits
• Unlimited PTO • 11 Paid Holidays • Annual Week off For the Holidays • $150/ month USD stipend towards health insurance
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