Customer Success Manager
July 26
🔄 Hybrid – Manhattan
Description
•Pillars: Revenue Management, Product Adoption, Customer Advocacy •Revenue Management •Meet and exceed net churn, renewal revenue, and upsell revenue goals •Identify and close opportunities for expansion within your Book of Business •Manage cancellation requests within the SLA guidelines •Product Adoption •Meet and exceed product adoption goals •Drive product/feature adoption with solution-based consultations with customers •Identify and resolve at-risk adoption indicators within SLA •Report product feedback to product team •Expert in product knowledge on features and function to achieve customer outcomes •Customer Advocacy •Maintain strict adherence to customer follow-up SLAs - We never want a customer to ask for an update. •Solicit for advocacy opportunities (i.e. case studies, testimonials, webinar panelists, etc.) •Meet and exceed CSAT/NPS goals •Conduct regular success calls & business reviews with customers
Requirements
•Minimum of 1-2 year experience in a sales OR a revenue-driven customer success or account management role •Proven ability to manage a large book of business - you are not intimidated by 100+ accounts •Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities - you’re not afraid to advocate for DearDoc products and sell additional tools/products to help our practices accomplish their business needs! •Success in a high-growth environment and adaptable to change •Can make a challenge into an opportunity •Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions •Experience collaborating with various internal teams to push projects through completion in a timely manner •Strong project management with a strict attention to detail •Deep customer empathy and emotional intelligence •Keen eye for opportunities to increase revenue •Impeccable attention to detail to perform the highest quality of work •Great interdepartmental communication skills •Understanding of customer experience with a product •Resilient and hardworking (GRIT) •A positive, polite, confident, sincere and friendly disposition •The ability to solve problems & to think dynamically •Adaptability – we’re growing and evolving, and the rocket ship is about to take off •Ability to think differently •Team Player
Benefits
•Medical, Dental, Vision, 401(k) Match •Unlimited PTO •Commuter Benefits •Mental Health Benefits •Wellness Benefits •HealthAdvocate Services •Teladoc Services •CitiBike Membership
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