Customer Success Manager, Strategic

About Our ClientThe hiring company, which aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere, is building the future of well-being and values compassion and humanity.Their ValuesStart with the CustomerKeep It SimpleStay EntrepreneurialBetter TogetherCelebrate SuccessAbout the RoleAs a Customer Success Manager (CSM) , you will be the main point of contact for providing strategic guidance to our customers. Your key responsibilities include outlining key performance metrics, assisting customers in utilizing our platform, managing their practice’s workflow, and guiding them in reaching their digital marketing goals. We are looking for a keen problem solver who can diagnose customer issues, formulate strategies, and deliver results. The ideal candidate must be a self-starter who thrives in a fast-paced environment, can take control of customer conversations, and provide clear guidance to help customers achieve their goals.Your Area of FocusConduct strategic outreach to promote adoption, retention, and revenue drivers for a client base of approximately 2,000 individual accounts.Collaborate with team members to ensure all supported accounts are progressing towards full utilization of the application, coupled with high NPS and CSAT scores and minimal churn.Utilize one-to-many programs to drive value for the client base and educate them on new products, best practices, and industry trends.Achieve a Gross Customer Retention goal each quarter along with an upsell goal focused on increasing the revenue of the client base.Develop a personalized plan for achieving personal upsell goals on a quarterly basis.Leverage product and customer knowledge to tailor all conversations to the needs of the client and ensure that all open action items and critical gaps are documented and resolved in a timely manner.Collaborate with Marketing, Product, and additional Customer Success teams to test the effectiveness of new initiatives and provide continual customer feedback and workflow optimization opportunities.Your Professional QualificationsExperience using G-Suite and Salesforce LightningPassion for energetic and fast-paced environmentsSelf-learner who thrives in the opportunity to take initiativeExperience leading challenging client projectsDemonstrated ability to quickly learn and adapt to new technologiesClear communicator with the ability to break down complex problems and formulate digestible solutionsPerks & BenefitsIn addition to healthcare benefits, resources for keeping your mind and body healthy are also provided, along with work-from-home basics discounts and mental health resources.Salary Range$60,000—$75,000 USD

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