Customer Success Manager- Product Adoption

VideaHealth•New York, NY

17d•Hybrid

About The Position

The Customer Success Manager is a critical member of the Customer Success team leading the company’s strong mission to deliver an exceptional VideaHealth client experience. This role will be a great fit if you are passionate about making a difference in a patient’s health, energized by delivering high client satisfaction, and think strategically about client relationships.

Requirements

5+ years in a customer success role, experience managing enterprise level customers
SAAS expertise and experience in becoming a hands-on application expert to support a user base
Start-up experience and understanding the unique experience it entails
Ability to thrive and quickly pivot when market dynamics dictate
Adept at managing multiple stakeholders internally and externally with differing seniority
Dental, DSO, healthcare industry, digital therapeutics, or digital healthcare background
Proven track record of exceeding ARR goals and client satisfaction across a book of business
Ability to develop strategic client strategies to support retention and client growth via cross-selling or up-sell initiatives
Highly organized, able to multitask, and easily adapts and responds to change
Strong communication skills. Ability to simplify and convey complex information in a confident and articulate manner while effectively communicating across various target audiences
Comfortable conducting product demonstrations and presenting virtually or in-person
Ability to solve problems quickly and creatively in a highly collaborative environment
Demonstrated ability to work successfully on cross-functional teams
Willingness to travel
Experience managing a range of priorities and accounts, focusing on what is critical
Comfort with ambiguity: experience adapting in rapidly changing environments and contributing to an evolving sales process
Growth mindset: always looking for an opportunity to learn, grow, and give/receive feedback
Ability to perform basic data analysis using packaged tools and reporting to monitor trends, identify opportunities and provide solutions.
Project management experience including managing client communications, scheduling and managing meetings, and creating and presenting project updates and general customer presentations.
Ability to be hybrid in NYC or Boston (2-3 days a week)

Nice To Haves

Experience working on-site with clinical staff in practices (nice to have)

Responsibilities

Application implementations of our suite of products, working with clinical and non-clinical (office managers, etc.) staff. Define and communicate project timelines, deliverables and updates and maintain constant communication through the project to capture feedback and address any issues.
Coordinate deliverables with other team members, including technical installers, training and support teams.
Ability to engage dental clinical teams driving VideaAI product adoption via a consultative approach through your expertise in practice workflow integration and knowledge of the application
Own the client relationship, partnering with the sales and implementation teams, and taking over management for ongoing client happiness
Product with clients and drive product adoption to successfully achieve KPIs through the use of data analytics and insights, application/user support, and proposing and supporting solutions to improve these metrics.
Collaborate with sales peers, when appropriate, on accelerating account expansion and renewals.
Forecast and manage the health of your clients
Develop and deepen relationships with clients that provide insight into their company goals and strategies
Ensure client delight that drives client advocacy opportunities
Be a client consultant. Analyze the client’s use of the product and identify trends and success metrics by running reports with our data visualization tools. Share opportunities with clients for greater enrollment and engagement
Act as a client advocate and be the voice of the client internally to refine the client experience including client implementation, onboarding, and product experience.
Contribute to product roadmap planning
Provide top-level service to our rapidly growing client base, sharing the transformative impact of our products to excite and delight
Be well versed in issue management, including appropriate escalation and client expectation management