About the job
About The Role
As a Customer Success Manager, the primary responsibility is to ensure the satisfaction, adoption, and retention of school and team accounts. By efficiently leveraging various technology platforms and nurturing customer relationships, this role will play a pivotal part in driving customer success. The individual in this position will be critical in expanding the reach of the hiring company, ensuring more athletes and patients worldwide safely recover from mild traumatic brain injuries.
In this role you will get to
- Maximize customer retention and satisfaction by proactively engaging customers and addressing any issues or concerns.
- Conduct regular check-ins (QBRs) and communication touchpoints.
- Drive revenue growth and upsell opportunities with some of the largest clinical and healthcare accounts.
- Identify and collaborate with the Sales team on expansion and cross-sell opportunities.
- Convert active customers to a new SaaS subscription model.
- Advocate for customer needs to the Product team.
Requirements
- 2+ years of experience in Customer Success or Account Management, preferably within the HealthTech/MedTech industry.
- Experience in B2B SaaS business and carrying a quota.
- Fluency with CRM systems, preferably Salesforce and/or Totango.
- Proven track record of developing and implementing renewal strategies.
- Skill in understanding customer needs and helping them tailor product usage to meet their objectives.
- Ability to effectively manage a larger customer base, ensuring regular interactions and issue resolution.
- Exceptional communication skills, both written and verbal.
- Proficiency in building and maintaining strong customer relationships, ensuring their needs and concerns are addressed.
- Ability to navigate multi-stakeholder accounts and develop relationships with key decision-makers.
- Experience in start-up/fast-paced business is a plus.
Physical Requirements
- Remote
- Travel 1-2 times a year for off-site team meetings or conferences.
- May require stationary positions (sitting or standing) for extended periods.
Benefits
- Medical, Dental, and Vision plans.
- Company-paid basic life and AD&D insurance.
- Company-paid short-term and long-term disability.
- Supplemental life insurance options.
- Company-paid Employee Assistance Program (EAP).
- Retirement plan with discretionary company matching.
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
- Premium subscription to Calm for employees and dependents.
- Company-paid time off (PTO).
- 13 named holidays, 2 floating holidays, and 4 early-release half days.
- Flexible work arrangements.
- Work-from-home expense reimbursement.
- Tuition Reimbursement Program.
- Company orientation and 30/60/90 Day Onboarding.
