Client Success Associate

Sage•New York, NY

3d•$75,000 - $100,000•Hybrid

About The Position

Sage is a mission-driven company focused on improving care and quality of life for older adults in senior living facilities. Its products help residents alert caregivers when they need assistance and help caregivers triage responses. The Client Success Associate is part of the Client Success team and supports adoption of Sage’s Care Platform offerings: Sage Core, Sage Detect, and Sage Insight. The role uses customer engagement and data analysis to help client communities achieve their goals and maximize product value. The associate works with community leadership and end users to foster positive user experiences, provide proactive support and training, monitor engagement, and use data-driven insights to recommend actions that improve operational efficiency and client outcomes. The role collaborates with Client Success, Product, Support, Community, and Marketing teams to communicate feedback, promote best practices, and improve the customer experience and onboarding process. The position is based in an in-office culture at Sage’s Union Square headquarters in New York City, with up to two remote days per week. Sage offers competitive base compensation, stock options, paid health and dental insurance, vision insurance, additional health benefits, flexible time off, paid holidays, and a company-wide winter break.

Requirements

Two to four years of experience in a customer-facing role such as Customer Success, Account Management, or a similar field.
Proven ability to build and maintain client relationships.
Customer-first mindset and passion for helping others succeed through technology.
Strong analytical and problem-solving skills, including the ability to analyze customer data and translate it into actionable insights.
Comfort using data analytics and visualization tools such as Google Analytics, Tableau, or Excel to track customer success metrics and create reports.
Excellent written and verbal communication skills, with the ability to engage and support clients effectively.
Familiarity with data-driven decision-making, customer success metrics, and product usage tracking.
Ability to collaborate across teams, including Sales, Product, and Marketing, and advocate for customer needs internally.

Nice To Haves

Healthcare or healthtech experience.
Familiarity with customer success tools such as Gainsight, HubSpot, or Zendesk, and CRM platforms such as Salesforce.

Responsibilities

Serve as a primary point of contact for clients at the community level, checking in with community leadership and providing support or training as needed.
Identify Sage super-users and champions and surface them to the Community and Marketing teams for potential campaigns, webinars, and training sessions.
Identify at-risk communities and proactively address issues that could lead to churn or disengagement.
Help communities achieve measurable ROI by using Sage data to inform operational decisions.
Identify opportunities to increase care revenue, reduce liability, and improve operational efficiency, and ensure recommended actions are taken.
Train community management on the Sage Analytics platform and help them understand how to use data in their operations.
Reach out to communities based on usage data to offer assistance, share best practices, and resolve barriers to product adoption.
Build strong, trust-based relationships with users to drive engagement and adoption within client communities.
Monitor app usage patterns and identify opportunities to improve engagement with the platform.
Use data and client feedback to deliver personalized recommendations that increase adoption and help clients realize the product’s full potential.
Collaborate with Client Success, Product, and Support teams to relay customer feedback, product challenges, and feature requests.
Share insights and best practices with internal teams to enhance the customer experience and improve onboarding.