Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +34 more states.

📋 Description

• Establish and nurture dependable client relationships as the main contact for inquiries and escalations.

• Onboard new clients, deliver technical support, address questions, resolve issues, and ensure product functionality aligns with specifications.

• Act as the customer advocate and work closely with Product and engineering teams to enhance product reliability and development.

• Create strategies aimed at optimizing customer satisfaction and retention.

• Identify and seize opportunities for upselling and cross-selling.

• Collaborate with cross-functional teams to ensure client success initiatives align with overall company goals.

• Partner with finance teams to monitor account financial performance.

• Represent client needs and feedback within the organization.

• Monitor and report on key client success metrics, such as recurring revenue/margin, product adoption rates, and satisfaction scores.

• Provide clients with regular updates regarding performance and outcomes.

⛳️ Requirements

• Over 3 years of experience in Healthcare Consulting, Customer Success, or Account Management, ideally in digital healthcare or pharmacy sectors.

• Strong technical knowledge or an aptitude for understanding and troubleshooting complex systems and applications.

• Exceptional communication and interpersonal skills.

• Proven ability to cultivate and sustain robust relationships with clients and internal stakeholders.

• Strategic mindset with a customer-focused approach that emphasizes satisfaction and retention.

• Analytical ability with a proficiency in data analysis and problem-solving.

• Capability to identify trends and insights that inform decision-making.

• Ability to excel in a fast-paced, dynamic environment while managing multiple priorities and stakeholders.

• Capacity to work at a computer terminal with monitor, keyboard, and mouse for extended periods.

• Capability to stoop, bend, reach, and perform frequent repetitive motions associated with computer operations.

• Ability to lift, carry, push, pull, and move light objects weighing up to 20 pounds.

• Proficient in verbal communication, discerning auditory information, and visually perceiving details.

• Willingness to travel up to 25% of the time, endure extended periods of sitting during travel, manage luggage, navigate airports independently, and adapt to varying time zones and climates.

• Must be authorized to work for any employer in the U.S.

• Employer does not assume responsibility for, transfer, or sponsor any visa type.

🏝️ Benefits

• Commission eligible

• Dental, vision, and multiple group medical plans

• 401(k) retirement savings plan

• Group life insurance

• Accidental death and dismemberment (AD&D) insurance

• Flexible spending account (FSA)

• Health savings account (HSA)

• Commuter benefits

• Employer-paid short-term (STD) and long-term disability (LTD) insurance

• Supplemental spouse life insurance

• Legal insurance

• Employee assistance program

• Home health testing kits

• Fertility medication discount program

• Flexible vacation time

• Accrued paid sick time

• 10 paid holidays

• 2 floating holidays for full-time non-exempt employees

• Eight weeks of paid parental leave for eligible employees

• Additional paid weeks for the birthing parent

• 4 weeks paid caregiver leave

• Lifestyle Spending Account allowance each month