Customer Success Manager

About Us

Chorus Innovations is a fast-growing healthcare technology company with an adaptive platform as a service (PaaS) that enables the rapid development of mobile, desktop, text messaging and interactive voice applications. Chorus’ platform currently powers transformative healthcare, biomedical research and community health projects across institutions and public health agencies nationwide. We believe every community should have world-class health technology so they can thrive.

Our mission is to improve the lives of people and communities by democratizing technology development in health and research.

Customer Success Manager

At Chorus we know that Customer Success = Customer Experience + Customer Outcomes.  We are seeking a dynamic, adaptable and technical Customer Success Manager to join our team.  As a Customer Success Manager as Chorus, you will play a pivotal role in ensuring the success and satisfaction of your book of business. This position demands a blend of consultative skills, self starter mentality and a knack for deep listening and inquiry in a fast paced, growing startup.  

The ideal candidate will have experience working in startup environments, possess excellent communication skills, and demonstrate the ability to navigate ambiguity while driving results. This role offers ample room for professional growth and the chance to work collaboratively across functions.  If you thrive on building strong client relationships, championing customer outcomes and collaborating across teams, we want to hear from you!

What You’ll Do: 

• Develop and maintain a strong, long lasting relationship with a portfolio of clients
• Understand client needs thoroughly to gather requirements and drive toward innovation
• Collaborate cross functionally with sales, technical project managers, clinical research, product and support teams to ensure a seamless customer experience.
• Lead value driven account planning sessions with stakeholders to align on customer goals with the goal of developing and executing action plans for success. Translating technical configuration requirements into client facing scope of work.
• Act as a liaison between clients and internal teams to advocate for customer needs and influence product roadmap.
• Stay up to date about product updates and industry trends within the behavioral health sector to align offerings with client needs.
• Effectively manage escalations and resolve customer issues with a focus on maintaining high levels of customer satisfaction.

The Experience You’ll Need:

• 3+ years of customer success, account management, consulting or other related field,  preferably in a startup environment
• Proven track record of building and maintaining strong client relationships
• Deep experience working with technical products or services, specifically relational databases or products that are highly customized to the client
• Ability to communicate and collaborate effectively with stakeholders at all levels internally and externally, from frontline users to executives
• Strong analytical skills with the ability to interpret data, identify trends and propose solutions that meet customer needs.
• Self starter and adaptable mentality with the ability to thrive in a fast paced, entrepreneurial environment
• Passion for customer advocacy and commitment to delivering value and an exceptional customer experience
• Highly organized with the ability to manage multiple work streams, prioritize tasks, and meet deadlines.

Nice-to-have skills:

• Direct experience in EHR, CRM, and web applications. 
• Experience in the behavioral health space
• Familiarity with service driven organizations is a plus.
• Proficiency in CRM software such as HubSpot, Zendesk, and CS Tools. 

Why You’ll Love Working with Us:

• A mission-driven company – be part of a team that is helping to improve people’s lives by democratizing technology development in health!
• Full medical, dental, vision and life insurance benefits
• 401K match
• Company stock options
• Unlimited paid vacation
• Performance bonuses
• Company support for career and skill development
• Fun company events and outings

The anticipated base salary for this position is $100,000 to $110,000 based on the Los Angeles market. The base salary offered may vary depending on several factors, including the applicant's qualifications, relevant experience, specific skills, level of education, certifications, and the geographic location where the role will be performed.

Please note that the listed compensation details apply to the base salary only and do not include additional elements of the total compensation package, such as performance bonuses, stock options, or benefits. The final compensation package will be determined by evaluating the candidate’s qualifications in relation to market standards and internal pay equity.

Chorus Innovations values diversity as a core principle of the work we do and the communities we serve.  We are committed to equal employment opportunity, and we do not discriminate on the basis of race, color, religious creed, citizenship, marital status, age, national origin, ancestry, physical or mental disability, medical condition, genetic information, sex, sexual orientation, military and veteran status, gender, gender identity, gender expression, or any other protected characteristic.