Customer Success Manager

October 5

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Further

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Strategy • Data Strategy • Measurement Strategy • Data Engineering • Data Integration

201 - 500

Description

• FURTHER is the leading AI-powered customer acquisition platform for senior care and healthcare organizations. • The Customer Success Manager will play a critical role in the success and growth of FURTHER through the retention, expansion and growth of the existing customer base. • Customers will sign, stay and grow with FURTHER not just because of the value that they get from the platform but because of how the FURTHER Customer Success team partners with their customers and serves as an extension of their teams. • The Customer Success Managers at FURTHER will report to the Head of Customer Success and will work closely with the Support, Product and Sales teams. • The number one priority of a Further Customer Success Manager is customer retention.

Requirements

• 5+ years working in a customer-facing role, such as Customer Success Manager, Customer Success Engineer, Solutions Architect, or Customer Support, in software • Experience servicing mid-market and enterprise customer bases with a minimum ACV of $75K • Experience understanding a software platform’s capabilities at a feature level including areas such as intended usage, configurability, best practices, and gotchas, as well as the ability to identify enhancements that would better serve customer’s needs or non-standard, novel uses • Experience connecting high-level business goals and feature-level product capabilities to drive successful business outcomes and improve product adoption • Experience analyzing data sets to assess performance over a period of time, draw accurate insights and findings, and communicate to technical and non-technical audiences. Pivot table familiarity in tools like Microsoft Excel or Google Sheets is required. • Experience leveraging written and verbal communication skills like code switching to communicate and build relationships with technical and non-technical audiences. • Experience applying a customer service mindset with a focus on always contributing business value in every interaction while reducing customer effort to deliver above-and-beyond experiences • Experience applying a growth mindset that aims to consistently deliver results while also always seeking opportunities to improve or deliver more; focus areas of particular interest include customer value, product enhancements, and team collaboration. • Experience dealing with change and on-going prioritization based on the changing needs of the customer base and team. Autonomously seek clarity where it doesn’t exist in a fast-paced environment that is common in rapidly growing, software startup companies. • Limited travel (once every quarter or half year) for customer or company events • Strong organizational skills and attention to detail