Customer Success Manager – DS Smart
About The Position
Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Customer Success Generalist - DS Smart position, you’ll support the full customer lifecycle for smaller corporate customers, including onboarding, adoption, reporting, and retention. You’ll develop deep product knowledge while supporting cross-functional customer success efforts and helping deliver a seamless experience across the DS Smart platform. This role is ideal for a tech-forward, collaborative, and value-driven customer success Partner who embraces emerging technology to improve customer outcomes, team workflows, and DS Smart growth.
Requirements
- Provides Customer Value – Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.
- Solves Problems – Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.
- Communicates Effectively – Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.
- Learns Quickly – Rapidly absorbs and applies new information and skills and enjoys new challenges. Innovates and experiments to solve problems, reflecting on both successes and failures for growth. Is a naturally curious and adaptable learner. Demonstrates comfort with emerging technology, evolving environments, and continuous process improvement.
- Builds strong cross-functional relationships while balancing customer, vendor, and business priorities effectively.
- Uses strong organization, attention to detail, and follow-through to manage multiple priorities and deliver a seamless customer experience.
- Bachelor’s degree in Business, Communications, or related field
- Ability to travel by car and/or plane up to 10%
Nice To Haves
- Internship, customer-facing, or customer support experience preferred
- Strong interest in building a career in Customer Success, SaaS, or technology-enabled customer strategy
- Familiarity with SaaS platforms, connected devices, or AI-enabled productivity tools is a plus
- Experience with CRM systems or customer analytics tools such as Totango is beneficial
Responsibilities
- Guide customers through onboarding and DS Smart setup, ensuring a positive and seamless experience
- Provide responsive post-sale support, including app walkthroughs, troubleshooting, usage guidance, and customer follow-through
- Deliver user training and product education focused on successful adoption and measurable customer value
- Monitor usage and engagement metrics to identify risks, uncover optimization opportunities, and surface expansion signals
- Support implementation, expansion, and retention efforts for corporate customers under 75 buildings
- Contribute to team success through documentation, knowledge sharing, process improvement, and leading by example
Benefits
- Generous benefit package available
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
