Enterprise Customer Success Manager

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

📋 Description

• Take charge of the enterprise lifecycle, encompassing the onboarding, adoption, and retention of significant medical and dental group partners.

• Act as the main strategic advisor and primary point of contact for enterprise clients.

• Collaborate with corporate practice administrators and local office managers to gain insights into operational guidelines, edge cases, and EHR/PMS integrations.

• Oversee the deployment configuration of scalable AI agents.

• Analyze call data and metrics from various locations.

• Identify issues related to objection-handling and booking rates, coordinating solutions with the engineering team.

• Demonstrate OpenCall ROI through metrics such as calls managed, hours conserved, and appointments scheduled.

• Facilitate monthly and quarterly Executive Business Reviews.

• Discover opportunities for enterprise expansion within customer portfolios.

• Relay enterprise customer feedback to product and engineering teams.

• Prioritize requests for high-impact features and highlight any deployment issues or friction.

⛳️ Requirements

• Minimum of 6 years of experience as a Customer Success Manager (CSM) in a B2B SaaS or Health Tech organization.

• Established history of managing high-value, multi-location accounts.

• Proficient in analyzing large datasets across multiple locations and utilizing dashboards to support strategic recommendations.

• Capable of managing complex, multi-phase enterprise healthcare projects while balancing expectations from corporate leadership and local front-desk personnel.

• Outstanding communication skills, including the ability to convey technical AI concepts to non-technical managers and operational needs to engineering teams.

• Competent in presenting ROI data to C-suite executives.

• Proactive approach to problem-solving, including the ability to analyze unsuccessful call recordings and suggest improvements.

• Prior direct experience in healthcare operations or specialized knowledge of contact center and telephony technology (CCaaS) is preferred.

• Experience with managing Dental Support Organizations (DSOs) or Dental Partnership Organizations (DPOs) is preferred.

• Familiarity with HubSpot or a comparable CRM is preferred.

• Knowledge of enterprise medical/dental scheduling software and workflows is preferred.

• Experience collaborating with engineers, product managers, or AI developers is preferred.

• Proven success in working with US companies during US business hours is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and dental coverage.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote options.

• Collaborative team culture focused on innovation and continuous improvement.