Customer Success Manager

Pear Suite; Chicago (IL); Remote; USD 70,000 - 85,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where you'll empower clients to maximize their use of a cutting-edge care navigation platform. This role is perfect for someone passionate about community health and SaaS solutions, dedicated to ensuring client satisfaction and success. You'll oversee the seamless integration of our platform into client workflows, develop strong relationships, and drive engagement. With a focus on problem-solving and communication, you'll play a key role in fostering a supportive environment that champions diversity and inclusion. If you're ready to make a difference in the lives of communities, this position is for you!

Qualifications

• Experience in SaaS implementation and account management is essential.
• Strong communication and problem-solving skills are crucial for client success.

Responsibilities

• Act as the primary point of contact for clients, guiding them through implementation.
• Monitor key metrics like customer satisfaction and renewal rates.

Skills

SaaS implementation

Account management

Community health work

Problem-solving

Communication skills

Interpersonal skills

Customer-centric approach

Independence

Tools

CRM software

Job description

Pear Suite’s care navigation platform empowers staff to collect, visualize, understand, and act on social determinants of health data, enabling various healthcare entities and community-based organizations to meet the social needs of their community in a culturally sensitive, person-centered way.

About the role

Job Title: Customer Success Manager

Type: Full-Time

Pay: 70-85K

Location: Remote (Pacific Standard Timezone preferred)

Reports To: Sr. Customer Success Manager

Job Overview

We are seeking a dedicated, proactive, community-oriented Customer Success Manager to join our dynamic team. This role is ideal for someone with a strong background in community health work/care navigation and SaaS software implementation and account management, who is passionate about ensuring client satisfaction and success. As a Customer Success Manager, you will guide our clients through platform implementation and optimization, foster strong relationships, and drive engagement and retention. Prior knowledge of community-based practices will be advantageous.

What you'll do

Key Responsibilities & Duties:

• Act as the primary point of contact for clients, providing support and guidance throughout their journey with our platform.
• Oversee implementation and configuration of SaaS solutions, ensuring seamless integration with workflows.
• Develop deep knowledge of our platform to address inquiries, troubleshoot issues, and provide strategic advice.
• Conduct regular check-ins to review usage, assess satisfaction, and identify opportunities for engagement and optimization.
• Collaborate with Sales and Product teams to address client needs and improve services.
• Develop and deliver training sessions and educational materials to maximize platform value.
• Monitor and report on key metrics like customer satisfaction, usage, and renewal rates.
• Identify and mitigate risks to client satisfaction and retention.

Qualifications

Minimum Qualifications:

• Experience in SaaS implementation, account management, and platform configuration.
• Community health work experience is a plus.
• Strong problem-solving skills for complex client issues.
• Excellent communication and interpersonal skills with a customer-centric approach.
• Ability to work independently and manage multiple priorities.
• Proficiency with CRM and related software tools.

If you're results-driven with a passion for customer success and building client relationships, we want to hear from you.

We are an Equal Opportunity Employer. We celebrate diversity and believe it is key to creating vibrant, healthy communities. We encourage applicants from all backgrounds, including all races, religions, genders, ages, disabilities, sexual orientations, gender identities, military status, and other protected classes.