Customer Success Manager

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

📋 Description

• Oversee and manage the complete onboarding process for new partners, from initiation to launch, ensuring clear milestones, proactive communication, and timely execution.

• Identify potential risks early, resolve issues, and escalate any partner progression delays by collaborating closely with internal teams in Customer Success, clinical, product, and technical integration.

• Act as a mentor and advocate for designated partners.

• Represent the partner’s interests within the organization by emphasizing achievements and areas for improvement regarding MDI’s services, platform, and workflows.

• Work alongside clinical and technical teams to provide insights, communicate product enhancements, and promote partner success.

• Enhance partner health, engagement, and satisfaction, addressing issues as necessary while continually striving for long-term retention and growth.

• Monitor and report on essential customer success metrics (NPS, CSAT, etc.) to executive and senior leadership.

• Offer ongoing support, education, and training to partners after launch, focusing on a seamless experience and optimizing integrations, workflows, and product adoption.

• Act as a reliable advisor by sharing market insights, best practices, and recommendations that align MDI’s solutions with partner growth objectives.

• Maintain consistent documentation of the customer lifecycle in internal systems, such as HubSpot, Asana, and other project management tools.

• Contribute to the creation of valuable collateral, processes, and the establishment of standard work expectations.

⛳️ Requirements

• For Associate-level positions, a minimum of 1 year of experience in Customer Onboarding, Customer Support, Customer Success, or similar customer-facing roles is required.

• For Mid-level roles, at least 4 years of experience in dedicated Customer Success or Account Management positions, preferably in a fast-paced scale-up environment, is necessary.

• Strong process and project management orientation with a proactive approach.

• Ability to communicate clear deadlines, actions, and risks to both partners and internal leadership, driving towards aligned outcomes on behalf of the partner.

• Outstanding verbal and written communication skills, capable of building trust with business leaders, executives, clinical and technical customers, and colleagues, while navigating complex needs and translating feedback to internal teams.

• Empathy for early-stage startup partners and familiarity with healthcare concepts.

• Quick to grasp the challenges of building a brand from the ground up and advocate for partner needs within the organization.

• Proficient in CRM and general technology tools (e.g., HubSpot, Slack), and able to leverage metrics such as NPS, churn, and activation to guide decision-making.

• Fast learner of new concepts and terminology, including essential healthcare language and workflows to support partners effectively.

• Bonus points for prior experience in healthtech or telehealth, and comfort with basic clinical terminology and concepts.

🏝️ Benefits

• 75% subsidized health insurance

• Dental insurance

• Vision insurance

• Paid time off

• 401(k) retirement savings plan with company match

• Professional Development Opportunities

• Flexible Work Arrangements

• Collaborative and Supportive Work Environment