Customer Success Manager, Small Group

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

📋 Description

• Implement and enhance growth, retention, and feature-adoption initiatives for small group accounts utilizing multi-channel digital tools and tailored outreach.

• Track customer health metrics and utilize AI-generated insights to proactively identify and address accounts that may be at risk or poised for expansion.

• Act as the main contact for customer inquiries, responding promptly to basic questions and efficiently directing more complex issues to the appropriate team.

• Discover upsell and cross-sell opportunities within your portfolio, managing a scalable pipeline of potential deals and promoting new features through digital nudges and focused messaging.

• Oversee the contract renewal process for your book of business, ensuring a high retention rate by continuously demonstrating value.

• Become proficient and actively utilize CRM tools, campaign platforms, and AI technologies to manage the customer lifecycle and enhance team efficiency.

• Keep a solid grasp of key performance metrics (Retention %, Expansion %, Adoption %) to evaluate the success of campaigns and customer interventions.

⛳️ Requirements

• A minimum of 2 years of experience in customer success or customer-facing growth roles within healthcare SaaS or RCM platforms.

• Interest in healthcare SaaS, digital health, or health operations.

• A strong desire to assist others in reaching their objectives.

• Familiarity with healthcare workflows or patient/provider engagement is advantageous.

• Comfortable promoting new features, upgrades, or adoption messages through campaigns or digital nudges.

• Proficient in selling, renewals, and identifying opportunities for growth.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development