Customer Success Manager, ImPACT

Riverside Insights

107d • $70,000 - $80,000

About The Position

As a Customer Success Manager at ImPACT Applications, your primary responsibility is to ensure the satisfaction, adoption, and retention of our clinical accounts. By efficiently leveraging our various technology platforms and nurturing customer relationships, you’ll play a pivotal role in driving customer success. You will play a critical role in expanding ImPACT Application’s reach and ensuring more athletes and patients worldwide safely recover from mild traumatic brain injuries.

Requirements

• 3+ years of experience in Customer Success or Account Management, preferably within HealthTech/MedTech industry
• Experience carrying a quota
• Experience in B2B SaaS business
• Fluency with CRM systems, preferably Salesforce and/or Totango
• Proven track record of developing and implementing renewal strategies
• Skill in understanding customer needs and helping them tailor product usage to meet their objectives
• Ability to effectively manage a larger customer base, ensuring regular interactions and issue resolution
• Exceptional communication skills, both written and verbal
• Proficiency in building and maintaining strong customer relationships, ensuring their needs and concerns are addressed
• Ability to navigate multi-stakeholder accounts and develop relationships with key decision-makers
• Experience in start-up / fast-paced business is a plus

Responsibilities

• Maximize customer retention and satisfaction by proactively engaging customers, while addressing any issues or concerns
• Conduct regular check-ins (QBRs) and communication touchpoints
• Drive revenue growth and upsell opportunities with some of the business’ largest clinical and healthcare accounts
• Identify and work with Sales team on expansion and cross-sell opportunities
• Convert active customers to new SaaS subscription model
• Advocate on behalf of our customer needs to the Product team

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid short-term and long-term disability
• Supplemental life insurance options
• Company paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employee and dependents
• Company paid time off (PTO)
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Quarterly Focus Days
• Flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Company orientation and 30/60/90 Day Onboarding

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 101-250 employees