Customer Success Manager - Remote

Overview

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.

In Short

• 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
• Work with pediatric practices to optimize their usage of Office Practicum
• Provide a smooth transition for customers after OP Implementation
• Driving growth through net retention improvements and lead generation
• Contribute to product roadmap by feeding back the customer’s voice
• Identify and increase reference sites

Requirements

• Establishes and maintains effective relationships with customers
• 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
• Able to solve problems using logic, judgment and data
• Experience with Salesforce and EHR’s preferred

Benefits

• 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