Location: all cities,NY, USA
Client Success Manager, SMB
It's 2024, and we believe that health benefits should be as simple as breathing. Welcome to Healthee - your digital compass to navigate the vast world of healthcare benefits. Imagine discovering your coverage, identifying the right provider, understanding your costs, and booking an appointment-all in the time it takes to send a tweet! That's what we do, and we do it in 27 seconds flat.
Our quest is to redefine healthcare experiences for employees worldwide through our cutting-edge AI platform, ensuring they not only navigate but truly optimize their health plans.
Are you driven by a mission to make a difference? Dive in!
Job Summary:
As an SMB Customer Success Manager (CSM), you will be responsible for managing and nurturing relationships with Healthee's small to medium-sized business (SMB) clients. Your primary focus will be to ensure customer satisfaction, retention, and growth by providing tailored solutions, support, and guidance. You will act as the primary point of contact for customers, helping them achieve their business objectives through the successful adoption and use of our products or services.
The SMB CSM will initially report directly to the VP of Client Services.
Key Responsibilities:
* Act as the client's primary point of contact for all customer inquiries and escalations while building and maintaining strong, long-lasting relationships with Healthee's SMB accounts.
* Proactively report on and monitor customer health and address concerns to ensure satisfaction.
* Guide new customers through the onboarding process, ensuring a smooth and successful implementation of our products/services.
* Partner with marketing to design and implement training, communication, and engagement strategies to drive platform awareness and adoption.
* Regularly review and update success plans based on customer feedback and changing business objectives.
* Identify upsell and cross-sell opportunities within the existing customer base to drive revenue growth.
* Conduct regular business reviews with customers to highlight achievements, discuss challenges, and plan for future growth.
* Advocate for the customer within the company, influencing product roadmap and service offerings based on customer feedback.
Qualifications:
* 2+ years of experience in a Client Success or Account Management role managing a large book of business
* Saas Experience (healthcare or health-tech experience is a plus)
* Ability to develop cross-functional relationships and establish critical feedback loops
* You feel at home leading external meetings, which may include product training and QBRs with Senior Level Executives
* You thrive in an unstructured start-up environment
* You're comfortable using Microsoft Excel and PowerPoint
* Willing to travel as needed (