Customer Success Manager

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

📋 Description

• Take ownership of customer outcomes by ensuring clients comprehend, adopt, and achieve measurable value from openDoctor.

• Establish success criteria and monitor ROI, efficiency improvements, and workflow enhancements.

• Identify adoption gaps and devise action plans to enhance product utilization.

• Cultivate trusted relationships with client stakeholders.

• Act as the primary point of contact and strategic advisor for designated accounts.

• Gain an understanding of clients' workflows, business objectives, and challenges.

• Promote product adoption through regular check-ins, training sessions, webinars, and business reviews.

• Inform customers about new features and reinforce best practices for platform usage.

• Monitor account health and engagement to detect risks and opportunities.

• Ensure retention by resolving issues before they escalate.

• Maintain account plans and engagement strategies.

• Identify opportunities for expanded use cases, additional locations, and deeper product adoption.

• Collaborate with Sales on upsell and expansion initiatives.

• Provide structured customer feedback to the Product team and influence the prioritization of the roadmap.

• Collaborate with Implementation for seamless transitions and continuity post-go-live.

• Work with Support, Product, and Sales to provide a cohesive customer experience.

• Keep accurate account data, notes, and activity tracking.

• Achieve engagement, retention, and growth KPIs.

• Develop scalable customer success processes and playbooks.

• Travel on-site to meet clients approximately 20% of the time.

• Support evolving company initiatives and fulfill other duties as assigned by management.

⛳️ Requirements

• 3-5 years of experience in Customer Success, Account Management, or a client-facing consulting role.

• Experience preferably in a B2B SaaS environment.

• Strongly preferred experience working with healthcare customers or within healthcare operations.

• Demonstrated ability to manage relationships across various account sizes, including executive stakeholders.

• Outstanding written and verbal communication skills.

• Strong problem-solving capabilities with a proactive, solutions-oriented approach.

• High comfort level with technology and the ability to quickly learn new systems and workflows.

• Familiarity with CRM tools; Salesforce is preferred.

• Must have authorization to work in the United States without sponsorship.

• Flexibility to work extended hours as required.

• Willingness to travel on-site to meet clients approximately 20% of the time.

🏝️ Benefits

• Competitive salary with commissions/bonus.

• 401(k) plan with company match up to 4%.

• Medical, dental, and vision plans for employees through Cigna.

• Employee-covered plans available for dependents.

• Long Term Disability and Life Insurance coverage.

• Home Internet and Wellness allowances.

• 10 Holidays plus 2 Holiday Eves.

• 18 days of Paid Time Off (PTO).

• 18 days of Sick Leave.

• An additional day off for SurgiGive (volunteering).

• A day off to celebrate your birthday.

• 3 Recharge days.

• Remote-first work arrangement.

• Flexible work opportunities.

• Team meetups.

• Volunteer opportunities.