Customer Success Manager

Role Overview

 

We are seeking a Customer Success Manager to serve as the primary point of contact and lead for the client on inquiries, growth opportunities, and escalations and the responsibility for overall client health. Reporting directly to the Director of Customer Success, the Customer Success Manager leverages a comprehensive and thorough understanding of the company’s solutions and product offerings to capitalize on growth opportunities. The Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. In this role, the Customer Success Manager will work closely with customers to ensure they are satisfied with the solutions and services they receive and to improve upon areas of dissatisfaction.

 

Key Responsibilities

• Build, develop and maintain strong relationships with Clients to ensure long-term growth and sustainability of accounts
• Responsible for regular check-ins with clients by way of standard check-ins, strategic business meetings (es: QBRs) with key stakeholders, and as an escalation point for client-requested meetings as they arise
• Serve as the primary point of contact for all tasks related to products and offerings
• Serve as the primary point of escalation for issues or activities that the Client encounters during product utilization and expedites the resolution where possible
• Become a MediSpend software expert, brand ambassador and guru in every engagement with our customers
• Responsible for client ARR and eliminating and mitigating churn within the organization
• Provide technical, onboarding and training support to customers with the goal to keep customers satisfied with the business’s products
• Help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans
• The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of MediSpend so customers are encouraged to continue using and expanding the use of our products and services by identifying and capitalizing on growth opportunities and/or revenue generating opportunities within client accounts
• Participate and assist in client advisory boards, focus groups, product roadmap planning and marketing initiatives
• Assist Director of Client Success in analysis, development of initiatives, tracking and reporting on activities and health of customers
• Assist Senior Customer Success Manager with MMIS workflow and Customer Success process improvement initiatives, to design and implement proactive outreach models and survey design and implementation
• Interface with all teams including Sales, Finance, Solutions Consultation, Marketing, Research and Development, Product Development, Implementation and Customer Support
• Complete special projects as assigned relating to organizational initiatives

Qualifications

• Bachelor’s degree in Information Systems, Project Management, Computer Science or related field preferred
• Minimum of 3 years’ experience and prior success in SaaS or enterprise software customer support and account management, especially in high-growth environments
• Strong analytical skills
• Knowledge and understanding of technology and online applications
• Experience with project coordination, software solution implementations and Customer Relationship Management (CRM) software such as Salesforce
• Strong leadership and collaboration skills with a high level of integrity and the ability to build trusted relationships
• Empathetic and customer-focused mindset with a genuine desire to solve problems and improve the client experience
• Data-driven and process-oriented approach with experience in customer-facing roles and knowledge of open-source business models
• Strong critical thinking and decision-making abilities, with a passion for customer retention and satisfaction
• Self-motivated and positive individual who thrives working independently in a fast-paced environment
• Quick learner with the ability to adopt and share new skills and processes effectively
• Ability to travel occasionally for client meeting (limited travel required)

What we provide:

• Merit-based compensation – Competitive base salary plus bonus
• Work from anywhere – Roles are open to candidates located anywhere in the US (United States)
• Unlimited PTO (Paid Time Off), including Paid Holidays and Sick Leave
• 401k+ Match
• Comprehensive health, dental, and vision insurance
• Paid Parental Leave
• Health and wellness perks including life & disability insurance, healthcare funding options like FSAs (Flexible Spending Accounts) and HSAs (Health Savings Account), Dependent Care, an EAP (Employee Assistance Program) program, discounts, Learning and Development

Notice for all applicants: we are seeking a permanent full time employee, this is not a contractor position.

Notice for Colorado applicants as required by sb19-085 (8-5-20).: Annual salary of $85,000-$100,000+Benefits+bonus

MediSpend is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.