Customer Success Manager

May 11

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SmarterDx

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11 - 50

💰 $6M Seed Round on 2022-04

Description

• Manage a portfolio of existing, “live” customers on the SmarterDx platform • Develop deep relationships with customers at all levels, acting as the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives • Partner with the VP of Customer Success to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes • Lead hand-offs from Sales to CS, through implementation and go-live • Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers • Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals • Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements • Surface customer success stories, and help build a list of reference customers • If necessary, coordinate implementation with clients and internal teams to ensure a successful launch

Requirements

• 5+ years experience working in customer success, account management, implementation, or consulting • 3+ years experience in healthcare and/or SaaS technology • You take radical ownership over troubleshooting problems • Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out • You are gracious, empathetic, and excellent in written and verbal communication • You love to say “yes,” but you know how to say “no”, offer alternative solutions, and have difficult customer conversations in a respectful manner • You thrive in ambiguous roles and can use critical thinking skills to “figure it out” • You love variety and are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

Benefits

• Medical/dental/vision benefits • 401k • Free One Medical membership • Parental leave • Remote first • Minimal bureaucracy • Incredible teammates!