Customer Success Manager (Remote– U.S. Hours, focus on retention)

Janie; Stein (AR); Remote; CHF 80’000 - 100’000; Vollzeit

Zusammenfassung

A healthcare services partner is looking for a Customer Success Manager to enhance client relationships and prevent churn. This remote role requires expertise in customer retention and management of U.S.-based healthcare clients, with exceptional communication skills in English. Candidates should have over 2 years of relevant experience and be skilled with tools like HubSpot and Slack. Join us to foster meaningful partnerships and drive client success.

Qualifikationen

• 2+ years of experience in Customer Success, Account Management, or Client Services.
• Proven experience in churn prevention, retention conversations, or renewals.
• Ability to manage a portfolio of 25–40 clients.

Aufgaben

• Own retention outcomes for assigned accounts.
• Lead proactive onboarding and check-in calls.
• Spot churn risk early and take decisive action.

Kenntnisse

Retention

Relationship Management

Organizational Skills

Exceptional English Fluency

Strategic Mindset

Tools

Slack

Outlook

Notion

HubSpot

Jobbeschreibung

Overview

Focus: Retention, Relationship Management, and Strategic Growth

At Janie, we help medical and dental offices get the back-office support they need to thrive — with skilled virtual team members, performance management, and AI-powered tools that actually drive results.

We’re not a “staffing agency”. We’re a high-impact, high-touch partner that delivers clear ROI, stronger patient experiences, and less time consumption inside the practice.

We’ve grown fast — and now we’re looking for a Customer Success Manager who can protect that growth. This isn’t a reactive role. It’s about owning relationships, preventing churn, and ensuring clients get real, lasting value from their Janie partnership.

What You’ll Do

You’ll be the strategic partner for a portfolio of U.S.-based healthcare clients — guiding them from onboarding through retention. You’ll lead calls, solve problems, build trust, and help shape how success looks for each account.

This is a proactive, client-facing role that requires exceptional English fluency and deep relationship skills.

Core Responsibilities

• Own retention outcomes for your assigned accounts — your job is to help clients succeed and stay
• Lead proactive onboarding, kickoff, and check-in calls to set the right tone and drive early wins
• Spot churn risk early and take decisive action — including holding tough conversations, realigning expectations, and escalating when needed
• Recover at-risk relationships and “save” accounts by rebuilding trust, solving core issues, and advocating for the client internally
• Deliver client feedback cross-functionally to improve agent performance, training, and tools
• Track performance data, client sentiment, and internal notes in HubSpot
• Identify upsell opportunities or additional agent needs and partner with Sales / Leadership
• Educate clients on how to best work with their Janie agents and leverage new features as they roll out

What We’re Looking For

We need someone who can own the client relationship from Day 1 — someone with real experience handling retention, escalations, and long-term success. This role is for someone who sees Customer Success as both a mindset and a mission — combining strategy, empathy, and action to drive long-term loyalty.

Minimum Requirements

• 2+ years of experience in Customer Success, Account Management, or Client Services
• Proven experience in churn prevention, retention conversations, or renewals
• Exceptional spoken and written English — this is a client-facing role, and you’ll lead Teams Meetings / calls, manage escalations, and send written summaries daily
• Ability to manage a portfolio of 25–40 clients, each with unique needs
• Strong organizational skills — you don’t let things slip through the cracks
• Confidence with tools like Slack, Outlook, Notion, and HubSpot (or similar)
• A strategic mindset — you understand what’s at stake when a client churns
• Full-time availability during U.S. business hours (this is required)

You’ll Thrive Here If You…

• Communicate clearly and naturally in English — no fluff, no confusion
• Love earning trust and being the reason a client stays
• Stay proactive, even when things are busy or unclear
• Can balance empathy with business outcomes
• Think like a builder — always improving your systems and your conversations
• Like being part of a team that shares, supports, and levels up together

The Fine Print

• This is a remote, full-time position
• Open to international applicants who can work full U.S. business hours
• We require exceptional English fluency — spoken and written
• This is not an entry-level role — please apply only if you’ve worked in a client-facing, strategic capacity before

If you’re ready to build real relationships, protect revenue, and help healthcare offices succeed — we’d love to meet you.

Apply now. Let’s do something meaningful together.

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