Customer Success Manager

November 27

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Riverside Insights

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Assessment • Education • K-12 • Clinical and Special Needs • Psychology

201 - 500

Description

• As a Customer Success Manager at ImPACT Applications, your primary responsibility is to ensure the satisfaction, adoption, and retention of our clinical accounts. • By efficiently leveraging our various technology platforms and nurturing customer relationships, you’ll play a pivotal role in driving customer success. • This individual will play a critical role in expanding ImPACT Application’s reach and ensuring more athletes and patients worldwide safely recover from mild traumatic brain injuries. • 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’ largest clinical and healthcare accounts. • Identify and work with Sales team on expansion and cross-sell opportunities. • Convert active customers to new SaaS subscription model . • Advocate on behalf of our customer needs to the Product team.

Requirements

• 2+ years of experience in Customer Success or Account Management, preferably within HealthTech/MedTech industry • Experience carrying a quota • Experience in B2B SaaS business • 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 start-up / fast-paced business is a plus

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 employee 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