Strategic Customer Success Manager - Healthcare

March 16

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Writer

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AI writing • NLP • content strategy

51 - 200

Description

• Act as the single point person for customers; creating, owning and driving their overall success plan • Develop expertise as an advisor of best practices in developing AI supported healthcare workflows • Meticulously project-manage programs that will help customers drive adoption, business value and renew usage of Writer • Own the full customer renewal process, including forecasting, negotiating, and proposal creation. • Be accountable to Gross and Net dollar retention rate targets for your customers • Work collaboratively with Sales and introduce opportunities for revenue growth, cross-sell and upsell • Develop new and existing relationships across your customers to ensure we’ve strengthened our partnership and created new advocates across the customer’s organization • Produce and then “processify” decks, Looms, and emails that help your customers onboard, adopt, and renew usage of Writer at scale • Collect and share insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product • Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities

Requirements

• 7+ years in a CSM role focused on Fortune 50-100 accounts, with at least 3 of those years focused on healthcare - particularly large health insurers, health systems, and/or life-science firms • Experience delivering high-touch, white-glove service to large, key accounts in healthcare • Experience carrying and regularly exceeding a GRR and NRR target, including full ownership of the Renewal • Experience in deepening adoption within a team as well as introducing a product across many teams in an organization • Experience managing and building relationships across multiple stakeholder levels, including C-Level • Experience in the art of Change Management. You know how to motivate, unblock and overcome barriers to large, transformational change • An ability to make the complex simple • Training and experience as a clinician (RN, BSN, PT, PA, NP, etc) is a real plus • Experience managing or owning large-scale deployments is a real plus • Proactive communication skills, both sync and async • Intrinsically motivated: you set the highest possible bar for what you build, write, ship • Incredibly curious and an active listener • A great presenter • A genuine leader • A connection to our mission of Great writing for everyone • A natural affinity to our values of Connect, Challenge, Own

Benefits

• Employer-covered medical plans, dental, vision, and life insurance • FSA • Competitive parental leave policy (parents actually work here!) • Generous PTO • Company stock options • 401k plan with employer matching • Flexible schedules