Customer Success Manager
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About The Position
Inbox Health is a fast-growing, venture-backed technology company on a mission to reinvent how patients pay for healthcare. We are seeking an experienced Customer Success Manager (CSM) who has a successful track record of working with healthcare organizations. The CSM team collaborates with medical billers to onboard their independent medical practices onto our advanced patient engagement solution. The ideal candidate will possess the ability to navigate organizations with multiple stakeholders, delivering value across a portfolio of customers. This role combines elements of sales, account management, consulting, and product expertise, with a continual focus on helping our customers enhance their patient engagement experience and achieve success with Inbox Health. The right candidate will empathize with every aspect of the customer experience, prioritizing customers' needs. They will articulate our value proposition compellingly to drive adoption of our solution, demonstrating solid sales skills to motivate existing clients, which include medical billers and their practices, to implement our solution. The CSM will be responsible for meeting and exceeding monthly performance metrics, coaching medical billers to become product experts, and training their teams on Inbox Health best practices to foster self-sufficiency. Maintaining high levels of customer engagement and satisfaction with a focus on customer loyalty is crucial. The CSM will identify common customer challenges and actively suggest better solutions, partnering closely with cross-functional team members to translate business needs and product requirements into new solutions for customers. They will drive customer references and case studies, delve into our software application to support the onboarding and lifecycle needs of their client portfolio, and balance customer preferences with enthusiasm to meet company objectives. Project management skills are essential for overseeing multi-month onboarding projects, and the CSM will also support administrative functions such as revenue forecasting and Accounts Receivable for their client portfolio. Identifying at-risk customer accounts and executing a retention plan, which may involve negotiation, re-onboarding, customer service, and cross-team collaboration, is a key responsibility. The CSM must thrive in a start-up environment, coordinating with support and engineering teams on customer requirements.
