Customer Success Manager
Healthie
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Posted:
August 17, 2023
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Remote
About the position
Healthie is seeking a Customer Success team member to manage all post-sales activity for customers, including implementation, renewals, and upsells. The role involves building strong relationships with customers, providing mentorship on product implementation, and ensuring customer satisfaction and success. The successful candidate will collaborate with various teams within the company and be passionate about serving others and helping customers achieve their business goals. This is a full-time remote position with a preference for hybrid flexibility in New York, NY.
Responsibilities
- Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution (including implementation, renewals, and upsells)
- Regularly meet with customers to set appropriate expectations, address customer goals, determine target dates, timelines, manage customer tasks, and provide regular project updates during the onboarding and implementation phase of the customer lifecycle
- Provide best practices and mentorship to customers on how best to implement our suite of products and solutions
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
- Track accounts to identify churn risk and work actively to eliminate that risk
- Identify, resolve, and escalate risks that may impact the business
- Proactively measure, monitor, and report on client behavior maintaining optimal customer health scores and identifying opportunities for customer growth and advocacy
- Collaborate cross-functionally with Sales, Product, Tech, and Support teams, championing customer priorities and improvement opportunities, including influencing client success initiatives within the product roadmap
Requirements
- Manage all post-sales activity for customers
- Strong relationship-building skills
- Product knowledge
- Planning and execution skills
- Implementation and renewals experience
- Upselling experience
- Regularly meet with customers to set expectations and address goals
- Provide best practices and mentorship to customers
- Deep understanding of the product and its features
- Track accounts to identify churn risk and eliminate it
- Identify, resolve, and escalate risks that may impact the business
- Measure, monitor, and report on client behavior
- Collaborate cross-functionally with Sales, Product, Tech, and Support teams
- Champion customer priorities and improvement opportunities
- Care about people and have strong interpersonal skills
- Driven to understand customer needs and help them achieve their goals
- Excited to learn about the product and translate its value to customers
- Take initiative and ownership
- Excellent written and spoken communication skills
Benefits
- Competitive salaries
- Stock options
- Health insurance coverage (medical, dental, vision)
- Life and disability coverages
- FSA and HSA
- Unlimited vacation time
- 401(k) plan with company matching
- Parental leave program
- Learning & development stipends
- Fitness membership budget
- Co-working space budget
- New work laptop
- Home office equipment stipend
- Nutritional coaching