Full-Time Senior Customer Success Manager

Senior Customer Success Manager

You are an experienced Customer Success Manager with a superior understanding of the customers and market you serve.

Using your strong relationship management skills, you’ll serve a portfolio of key accounts and other strategic clients, executing the strategies designed by our Strategic Account Manager for growing revenue.

You’ll manage client relationships and proactively work to minimize churn, drive growth in net revenue retention, ensure that the clinics in our enterprise accounts are using our products to achieve their goals, and act as the voice of the customer to communicate trends and needs back to internal teams.

To achieve these goals, you’ll collaborate closely with the Support, Sales, Video Experience, Marketing, Product, and Professional Services teams.

This role reports to our Director of Customer Success, and candidates are required to reside in the United States.

This role will require occasional travel, including 1-2 short trips per quarter to conferences and client sites.

What You’ll Do

• Recognize and meet the daily needs of your accounts, seeking always to offer the highest level of service
• Build and grow relationships with stakeholders on key customer accounts within your portfolio to ensure their successes with EngagedMD and to identify opportunities for optimization and growth of the account, including cross-and-up selling
• Collaborate closely with the Strategic Account Manager to understand and execute on revenue growth strategy in each account
• Implement new product offerings among your accounts, ensuring that clinics continue to get as much value from the EngagedMD platform as possible
• Contribute to continuously improving processes across the team, for the benefit of our clients and Customer Success team members
• Own and execute special projects related to internal development and training, as well as customer-facing initiatives, in collaboration with the Director of Customer Success

What You’ll Bring

• 5+ years of experience in Customer Success or Account Management
• Thorough understanding of the existing market and customers you serve
• Ability to manage multiple priorities simultaneously
• Strong critical thinking and problem-solving skills
• Bias towards curiosity and seeking to understand
• Ability to innovate and challenge the status quo
• A mission-driven orientation to all you do
• Superior written and verbal communication skills
• Ability to thrive in a small, fast-paced organization
• Bachelor’s degree or equivalent career experience

It’s Also Nice If You…

• Have at least a passing familiarity with the fertility and/or healthcare industries
• Have successfully worked remotely with distributed teams in the past
• Have experience working with software-as-a-service (SaaS) clients

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