Customer Success Manager
August 23
🏡 Remote – New York
Description
• Develop a positive customer experience and maintain existing customer accounts with full ownership • Maintain a proactive and customer-centric approach with all customers • Lead and schedule customer meetings on a recurring cadence with a clear agenda, and create/share meeting minutes • Drive adoption across multiple departments, stakeholders, and business users • Manage monthly reporting as requested by customers • Organize and prioritize customer complaints/feedback in a timely manner, and facilitate resolution by working collaboratively with internal teams (Sales, Operations, Product, Tech) • Review customer volumes and address any discrepancies proactively with a customer • Answer questions and facilitate data requests, user feedback, and bug reporting to our product and engineering teams • Proactively reach out to customers to gather their feedback on the existing platform • Develop success metrics (OKRs) and measure them to maintain a “pulse” on customer health and success • Work in collaboration with Sales, Product, Operations, and Tech teams to ensure a positive customer experience
Requirements
• 2+ years experience as a Customer Success Manager or relevant work experience in SaaS, Software, Technology, Healthcare, Billing/Prior Authorizations, Product or Project Management related areas • Solutions oriented with strong problem solving skills • Ability to be flexible with customers across different time zones • Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses • Ability to communicate and explain complex technical lingo and terminology in a simple non-tech manner • Strong collaboration skills with the ability to communicate efficiently with multiple teams and stakeholders to drive exponential success for our customers • Excellent organizational skills to organize and prioritize feedback from customers into actionable improvements and suggestions
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