Customer Success Manager

Office Practicum-posted about 2 hours ago
Full-time • Mid Level
Remote • Fort Washington, PA
51-100 employees
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The Customer Success Manager (CSM) focuses on building loyalty with assigned clients by increasing product adoption, addressing issues, and helping the Account Management team with upsells and renewals. The CSM develops strong, strategic partnerships with key accounts to ensure the highest level of client satisfaction. This position is responsible for proactively mitigating churn risk and managing retention efforts.

  • Establish and maintain client relationships, understanding practice goals and challenges
  • Meet with practice leadership proactively on a regular basis
  • Record and report on customer trends (successes, needs, issues)
  • Provide high level product support and triage concerns properly
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • Work with pediatric practices to optimize their usage and expertise of Office Practicum
  • Provide a smooth transition for customers after OP Implementation
  • Driving growth through net retention improvements and lead generation
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Meet and exceed set KPIs
  • Contribute to product roadmap by feeding back the customer’s voice, empathetic listening to them and translating their needs internally
  • Identify and increase reference sites
  • Establishes and maintains effective relationships with customers and gains their trust and respect.
  • Able to communicate orally and in writing, with clarity and good effect.
  • Identifies opportunities and issues, proactively acts and follows through on work activities.
  • Able to operate within the remote work environment through social communication and interactions.
  • Able to solve problems using logic, judgment and data to determine effective solutions.
  • Experience with Salesforce and EHR’s preferred.
  • Bachelor's degree preferred
  • Five or more years of demonstrated client focused experience, preferably in a Client Success or Account Management role.
  • Experience in healthcare practice management or the software industry.
  • Experience in a highly dynamic environment.
  • Experience in navigating challenging business matters.
  • EHR experience strongly preferred.
  • Medical, Prescription, Vision, and Dental Insurance
  • Life Insurance
  • 401(k) with company match
  • Paid Time Off, Holidays, and Volunteer Hours
  • Company Wellness Program
  • Employee Assistance Program
  • Short and Long Term Disability Insurance
  • Pet Insurance
  • Tuition Assistance Program
  • Employee Recognition Program
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