Customer Success Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of accounts, serving as the primary liaison.

• Oversee technical account transitions for clients from start to finish.

• Track client feedback and other indicators to promptly alert the CSM team about potential account risks.

• Facilitate technical support escalations and monitor engineering tickets until resolved.

• Collaborate with CSMs on Strategic Business Review ROI data and generate regular analytics reports.

• Ensure CRM (HubSpot) data integrity through regular checks and contract consolidation.

• Become proficient in Orion, Europa, Linear, and Zendesk as the team's go-to expert.

• Provide insights into systemic issues and recurring tasks, recommending scalable process enhancements.

• Assist in building a premier customer success organization.

• Enhance CSM bandwidth by taking ownership of tactical tasks and operations.

• Contribute to task efficiency, ticket resolution speed, and customer NPS.

⛳️ Requirements

• Bachelor's degree or higher.

• Minimum of 3 years of experience in implementation, support, operations, or a similar role.

• Experience in healthcare or SaaS is advantageous.

• Strong data analytics capabilities, with the ability to convert data into actionable strategies.

• Proficient in Microsoft Suite, Zendesk, Linear, and CRM platforms like HubSpot.

• Proven ability to leverage AI tools, such as Claude or Chat GPT, to enhance productivity.

• Excellent project management, organizational, and communication abilities.

• Willingness to continuously learn, adapt, and thrive in a dynamic environment.

• Resilient, adaptable, and inquisitive, demonstrating a high level of ownership.

• Experience in a high-growth startup setting is a plus.

• Background in healthcare; radiology experience is an asset.

• Proven track record of identifying expansion and cross-sell opportunities is a nice-to-have.

• Familiarity with the healthcare sector and AI technology is a plus.

• Prior experience in professional consulting or healthcare software implementation is desirable.

🏝️ Benefits

• Offers equity.

• Comprehensive Medical, Dental, Vision & Life insurance.

• HSA (with employer match), FSA, & DCFSA.

• 401(k).

• 11 Paid Company Holidays.

• Flexible PTO policy.

• Annual company-wide offsite.

• Periodic team offsites.

• Annual equipment stipend.