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Customer Success Manager

Healthie

Healthie

Administration
Remote
Posted on Friday, July 28, 2023

Healthie offers infrastructure for next generation digital health organizations that provide virtual-first care. Our API-first and fully brandable suite of solutions - scheduling software, EMR, coaching tools, and client engagement - enables healthcare builders to launch and scale best-in-class experiences for their members. Our customers include prominent digital health companies that have raised $2B+ in venture capital and range from 5-person startups to multi-billion-dollar companies. In partnership with Healthie, they care for patients across the full spectrum — from preventative health & wellness to complex chronic care management, for millions of patients. Learn more about Healthie at: https://www.gethealthie.com/

Our Customer Success team leads the full customer journey post-Sales. This role includes responsibilities for Implementation (onboarding, training, services, adoption), Account Management (advocacy, relationship, QBRs) and Outcomes (retention, expansion, renewals). Our Customer Success team members are highly cross-functional, working along our Solutions Engineering team and our Customer Support team to ensure your customers have the best post-Sales experience ever.

We are growing quickly, and continue to onboard new customers every day. We will not be successful unless our customers are receiving massive value from our platform. Come join us if you are passionate about serving others, client-focused, and dedicated to helping customers succeed.

Logistics

Location: Remote, United States with preference for Hybrid flexibility in New York, NY (HQ located in midtown Manhattan)

Onsite Training Required: First week in NYC office
This is a full-time position
U.S. work authorization is required along with physical location residing within the United States. Healthie does not provide sponsorship.

Responsibilities

  • Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution (including implementation,, renewals, and upsells)
  • Regularly meet with customers to set appropriate expectations, address customer goals, determine target dates, timelines, manage customer tasks, and provide regular project updates during the onboarding and implementation phase of the customer lifecycle
  • Provide best practices and mentorship to customers on how best to implement our suite of products and solutions
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
  • Track accounts to identify churn risk and work actively to eliminate that risk
  • Identify, resolve, and escalate risks that may impact the business
  • Proactively measure, monitor, and report on client behavior maintaining optimal customer health scores and identifying opportunities for customer growth and advocacy
  • Collaborate cross-functionally with Sales, Product, Tech, and Support teams, championing customer priorities and improvement opportunities, including influencing client success initiatives within the product roadmap

About You

  • You care about people - your colleagues, our customers, and everyone around you
  • You are driven to fully understand the needs of customers in order to help them achieve their business goals
  • You are excited to learn about the product and translate that value to customers in order to help them get the most from it
  • You take initiative and ownership to see things through
  • You are an incredible written communicator, written and spoken

Requirements

  • Required: 4+ years experience in customer success in a B2B SaaS environment
  • Required: 2+ years experience in digital healthcare services, in an EHR/EMR environment
  • Direct experience with implementation, account management, and outcomes
  • You have a track record of delivering value to complex enterprise customers with large employee bases
  • Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
  • Highly collaborative, organized, and execution-oriented with strong presentation skills
  • Excellent problem-solving skills and ability to be flexible to project situations

We're offering between $95,000 - $125,000 USD per year for this role, depending on your prior experience.

Benefits

  • Competitive salaries
  • Stock options
  • Health insurance coverage (medical, dental, vision)
  • Life and disability coverages
  • FSA and HSA
  • Unlimited vacation time
  • 401(k) plan with company matching
  • Parental leave program
  • Learning & development stipends
  • Fitness membership budget
  • Co-working space budget
  • New work laptop
  • Home office equipment stipend
  • Nutritional coaching

Interview Process

  1. Resume Review
  2. Preliminary Interview
  3. COO Interview
  4. HM Interview
  5. Presentation/ Group Round
  6. Executive Interview
  7. Reference Check

Healthie participates in E-Verify.

Healthie is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. We're proud to be building a diverse and inclusive environment that encourages collaboration, creativity, and growth. Whatever your background, please apply if this is a role that would make you excited to come into work every day.