Customer Success Manager

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Enhance customer value through success check-ins and outreach initiatives centered on CRM, eMAR, EHR, Billing, and Move-Ins modules.

• Collaborate across departments with Sales, Product, Support, and Marketing to provide exceptional customer experiences.

• Evaluate usage metrics, identify adoption challenges, and implement solutions during periods of decreased adoption.

• Act as a product authority, advising customers on ECP best practices and how to utilize features effectively.

• Address inquiries related to pricing, churn indicators, billing issues, process challenges, and support escalations.

• Develop and refine outreach sequences, adoption frameworks, negotiation scripts, objection-handling guides, and retention strategies.

• Utilize success plans to illustrate ROI and maximize the value delivered to customers.

• Strategically advise clients on leveraging ECP tools and partnerships to further their business goals.

• Gather customer feedback, showcase success stories, and assist in the creation of case studies.

• Represent customer needs and concerns within the organization.

• Effectively communicate with customers and internal teams to address customer requirements.

⛳️ Requirements

• 2–5 years of experience in SaaS customer success or inside sales roles, including CSM, SDR, retention, or customer growth.

• Bachelor's degree is mandatory.

• Proficient in proactive cold outreach via calls, emails, and demos.

• Familiar with Salesforce, Gainsight, HubSpot, Excel, or SQL for CRM and analytical reporting.

• Strong questioning and active listening skills, with the ability to navigate discussions related to billing, churn, pricing, and sensitive matters.

• Self-motivated individual capable of establishing processes and functioning independently without close supervision.

• Capacity to work collaboratively across Sales, Product, Support, and Marketing teams.

• Experience in SaaS onboarding, value realization, retention campaigns, or renewals management is advantageous.

• Solution-focused mindset, keen attention to detail, resourcefulness, and capability to manage multiple tasks simultaneously.

• Excellent customer service and teamwork abilities.

• Openness to adopting tools that enhance workflow efficiency.

• Ability to produce written and visual content that aligns with company branding and tone.

• Demonstrated problem-solving skills and a solutions-oriented approach.

• Passion for healthcare, particularly in senior healthcare or services for individuals with intellectual and developmental disabilities.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Professional development opportunities and training programs.

• Supportive company culture focused on collaboration and innovation.