Customer Success Manager

CareStack; Thiruvananthapuram; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

CareStack in Trivandrum is seeking a Customer Success Manager to nurture customers and partner them in their growth journey. The role emphasizes a product-led mindset to assess needs and drive the roadmap to meet customer expectations.

The position focuses on driving adoption, reducing churn, and evangelizing success stories across the product org, while coordinating with Sales and Onboarding teams to initiate customer journeys from day one.

Qualifications

• Understand customer pain points and translate them into objective problems.
• Past experience in product management and customer management.
• Deep understanding of product development life cycle.
• Experience in dental domain and dental Practice management systems.

Responsibilities

• Responsible for customer health, user satisfaction, overall growth and churn prevention due to unfulfilled expectation.
• Continuous monitoring of feature adoption across customers ensuring higher degree of stickiness and maximizing the benefits in the product.
• Drive product initiatives for higher feature adoption. Periodic webinars for new releases and presenting the newly launched solutions.
• Be a customer advocate and drive product roadmap for ensuring evolving needs are being addressed.
• Constant monitoring of customer usage to understand areas they need assistance and training to improve adoption.
• Evangelize the customer adoption and success stories within the larger product org.
• Constantly meet with the larger product org to present challenges faced by the customers.
• Review the product roadmap to ensure tactical customer pain points are addressed in a timely manner.
• Coordinate with Sales and Onboarding teams to drive customer success from the start of their journey in CareStack.
• Program manage beta programs for new features to take feedback.
• Manage and own feature discovery and coordinate with Product Management teams for the final solution and validation.
• Responsible for overall feature usability and eligibility criteria for releasing features to customer.

Skills

Customer success

Product management

Stakeholder management

Dental domain knowledge

Cross-functional collaboration

Job description

Company Description:

CareStack is a complete cloud-based dental software solution for scheduling, clinical, billing, patient engagement, and reporting needs of dental offices. With features for centralisation, automation, and analytics, CareStack enables dental organisations to achieve scale.

Role Description:

This is a full-time role for Customer Success Manager at CareStack. The role demands a product led mindset to nurture customers and partner them in their growth journey. Assessing the needs and wants of customers and driving the product roadmap to meet customer expectations.

Responsibilities:

• Responsible for customer health, user satisfaction, overall growth and churn prevention due to unfulfilled expectation
• Continuous monitoring of feature adoption across customers ensuring higher degree of stickiness and maximizing the benefits in the product
• Drive product initiatives for higher feature adoption. Periodic webinars for new releases and presenting the newly launched solutions
• Be a customer advocate and drive product roadmap for ensuring evolving needs are being addressed.
• Constant monitoring of customer usage to understand areas they need assistance and training to improve adoption.
• Evangelize the customer adoption and success stories within the larger product org
• Constantly meet with the larger product org to present challenges faced by the customers
• Review the product roadmap to ensure tactical customer pain points are addressed in a timely manner.
• Coordinate with Sales and Onboarding teams to drive customer success from the start of their journey in CareStack
• Program manage beta programs for new features to take feedback
• Manage and own feature discovery and coordinate with Product Management teams for the final solution and validation
• Responsible for overall feature usability and eligibility criteria for releasing features to customer

Required Skills / Experience:

• Understand customer pain points and translate them into objective problems
• Identify the right problems and prioritize
• Deep understanding of product development life cycle
• Understanding of Product management tools, processes and ceremonies
• Past experience of product management and customer management
• Experience of dental domain and dental Practice management systems
• Coordination and stakeholder management
• Experience in working with development & engineering teams

Our Team:

At CareStack, transparency and trust are key. Join a tight-knit group of professionals dedicated

to excellence and supporting each other’s journeys.

Shift:

Australia

Location:

Trivandrum