Customer Success Manager

Posted 3.18.24
Location
Remote

Our mission: to power virtual-first care delivery while improving access to healthcare and enabling better healthcare outcomes through technology.

Healthie powers next generation healthcare delivery. We build infrastructure that all healthcare organizations need to perform virtual-first care. Between our EHR, scheduling, and patient engagement solutions, Healthie’s API-first approach makes it easy for organizations of every size to build, customize, and scale their business.

Today, we power thousands of organizations – ranging from small private practices, to digital health startups and multi-billion-dollar healthcare companies. Leveraging Healthie, our customers deliver care to millions of patients, across the full spectrum of healthcare services – from preventative health & wellness to complex chronic care management. 

We believe that the future of healthcare delivery is virtual-first, longitudinal, and collaborative. Learn more 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. 

Responsibilities- What you’ll be doing and held accountable for:

  • You help get customers live
    • Manage all post-sales activity for customers through strong relationship-building, product knowledge, implementation planning and execution
    • You build and maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
  • You own the day-to-day success of your customers
    • You are the customer’s biggest advocate & ensure they are successful using Healthie
    • 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
  • You enable a Proactive Customer Experience Program
    • 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

Qualifications: What we expect from you: 

  • You have a track record of success: 4+ years experience in customer success in a B2B SaaS environment.
  • You are a healthtech guru: 2+ years experience in digital healthcare services, in an EHR/EMR environment.
  • You have hands-on experience & success: Direct experience with implementation, account management, and outcomes accompanied by a track record of delivering value to complex enterprise customers with large employee bases. 
  • You are flexible: Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
  • Driven to succeed: Highly collaborative, organized, and execution-oriented with strong presentation skills.
  • Captain of ambiguity: Excellent problem-solving skills and ability to be flexible to project situations.
  • Strong relationship building skills: You care about people – your colleagues, our customers, and everyone around you. People want to work for and with you. You lead with influence, not authority.
  • Exceptional communication skills, both written & verbal.
  • Grit: You have a bias towards execution. You maniacally focus on getting the job done, and nothing slows you down. 
  • Mission driven: You have a passion for healthcare and want to work at a place that cares deeply about helping to improve patient outcomes and experiences.
  • Embody Good Citizen Principles: You incorporate Healthie’s values (Respect, Reliability, Resilience) in your work.

Why you’ll love working at Healthie:

  • High caliber team: make an impact on something that truly helps people alongside an incredible, high performing team
  • Respectful culture: Egos get checked at the door! We take immense pride in self awareness and teamwork
  • Big mission: we’re expanding access to healthcare and enabling better outcomes through technology
  • Big market and big upside in sales: Our product has strong product-market fit in a huge market with strong demand
  • The challenge: make a big impact by joining a fast-growing team in its early stages of scaling
  • We care about diversity: diversity allows us to build an excellent patient experience. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

In addition to finding people who are truly excellent at what they do, we take our core values at Healthie seriously:

Respect: “Make improvements, not excuses. Seek respect, not attention.” We approach our work with a quiet-ego, open-mindedness, and gratitude. We collaborate with kindness and are respectful toward each other and the work we contribute. We embrace diversity of thought as an advantage and create space for differing perspectives and methods. We recognize that no one person is more important than another, no task is beneath us, and each person’s work is valuable to our success.

Resilience: “When the going gets tough, the tough gets going.” No matter the challenges or setbacks we face, we find a way to push forward with grit and determination to reach our goals. Together, we are unified in our mission and know no bounds.

Reliability: “With great power comes great responsibility.” Healthie builds business-critical, healthcare-critical software, and we take great care to both safeguard client information and ensure that our platform and team are able to handle anything that comes our way. We show up for our team, our customers, and our product with reliability. We say what we mean, and we do what we say.

 

Logistics

Location: Remote, United States

This is a full-time position.

U.S. work authorization is required, Healthie does not provide sponsorship.

The base salary for this role is $95,000.-$125,000. per year + annual company bonus and benefits

The target salary range for this position is part of a competitive total rewards package. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

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

Resume Review

  • Round 1: Preliminary Interview (15 minutes)
  • Round 2: HM Interview (30 minutes)
  • Round 3: Executive Interview – COO (20 minutes)
  • Round 4: Group Presentation (45 minutes)
  • Round 5: Executive Interview- CEO (20 minutes)

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. 

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