Customer Success Manager

Customer Success Manager; Idaho Falls (ID); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Unlimited PTO

Wellness reimbursement

Dental & Vision

Medical benefits

Team events (virtual & in-person)

Culture & recognition tools

Job summary

Activated Insights is seeking a results-driven Customer Success Manager to strengthen long-term B2B relationships with post-acute care providers across North America. The role emphasizes retention, expansion, and strategic advisory responsibilities to drive value from our Activated Platform tools and analytics.

The ideal candidate will have 2+ years in customer-facing roles, a BA/BS degree, strong communication skills, and proven success in SaaS environments.

Qualifications

• Minimum 2+ years of professional experience, preferably in customer service.
• Bachelor's degree in Business Administration, Communications, Marketing or related field or equivalent.
• Experience in Customer Success or increasing customer satisfaction, adoption and retention.
• Proven customer focus and ability to deliver measurable results.
• Excellent verbal and written communication skills.
• Strong time management, organization and planning abilities.
• Knowledge of CRM tools and SaaS environments.
• Experience with screen sharing software.

Responsibilities

• Meet and exceed retention, contract expansion and overall customer satisfaction goals with assigned strategic customers.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Assist sales with high value prospects in final stages of the sales process with the goal of increasing conversion rates while providing a seamless experience to new customers.
• Manage account setup and onboarding for all assigned customers. Provide customers with additional training, resources, and support as needed.
• Conduct scheduled Business Reviews (BR) for all assigned customers at intervals determined by customer value. This may require travel to visit the customer at their location.
• Proactively connect with all assigned customers that show signs of possible subscription cancellation or downgrade and work with them to reduce that risk.
• Work with assigned customers that communicate their intent to cancel or downgrade and try to renew where possible.
• Identify upselling and/or marketing opportunities and provide leads to the appropriate team.
• Maintain up to date information, status, documentation, and other pertinent details of assigned customers in Activated Insights CRM.

Skills

Communication

Customer Service

CRM Tools

SaaS Experience

Project Management

Education

Bachelor's degree in Business Administration, Communications, Marketing or related field

Tools

CRM Software

Screen Sharing Software

Job description

Activated Insights, a leader in SaaS solutions for the post-acute and long-term care markets, is seeking an experienced and results-driven Customer Success Manager with exceptional communication skills and a proven track record in driving customer engagement and project management. Since our founding in 2008, Activated Insights has grown to over 250 team members, serving more than 12,000 sites of care and making a positive impact on millions of patients, clients, and residents.

Founded in 2008, Activated Insights has grown to over 250 team members, serving more than 12,000 sites of care and impacting millions of patients, clients, and residents. In 2023, we united leading post-acute and long-term care technology companies to form a single brand, delivering mission-critical applications and analytics for better care. Our Activated Platform offers tools for employee engagement, education, satisfaction surveys, and reputation management. We empower providers to make the most of every interaction—for employees, clients, and beyond—through better understanding and improved experiences.

Our mission is to support long-term and post-acute providers with mission-critical applications to improve outcomes for all stakeholders in the care continuum. Our vision is to partner with the industry to enable the delivery of exceptional experiences. Our core values are:

• Client-focused: Meeting our customers where they need us.
• Committed: Be present where you are.
• Innovative: Practical in how we help create value.
• Accountable: Make it better through the measurement of our results.

Qualifications

Why Is This Role So Special?

We are looking for a genuine and hardworking Customer Success Manager. This person’s focus will be supporting the company’s strategic objectives through the development of long term B2B working relationship with post-acute care providers across North America. This is a job that requires excellent communication skills and someone who is passionate about helping businesses in the post-acute care industry.

Benefits Offered:

• Unlimited paid time off with minimum number of days along with mental health days
• Annual wellness reimbursement
• Company paid dental, vision
• Competitive medical benefits
• Work events- both virtual and in-person
• Fun culture and an awesome team supported by recognition tools like Bonusly

Key Responsibilities:

• Meet and exceed retention, contract expansion and overall customer satisfaction goals with assigned Strategic customers
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Work with clients to establish critical goal, or other key performance indicators and aid the customer in achieving their goals
• Assist sales with high value prospects in final stages of the sales process with the goal of increasing conversion rates while providing a seamless experience to new customers
• Manage account setup and onboarding for all assigned customers. Provide customers with additional training, resources, and support as needed.
• Conduct scheduled Business Reviews (BR) for all assigned customers at intervals determined by customer value. This may require travel to visit the customer at their location
• Proactively connect with all assigned customers that show signs of possible subscription cancellation or downgrade and work with them to reduce that risk
• Work with assigned customers that communicate their intent to cancel or downgrade their subscription with the goal of understanding why they would like to cancel or downgrade and if possible, get the customer to renew
• Identify upselling and/or marketing opportunities and provide leads to the appropriate team
• Maintain up to date information, status, documentation, and other pertinent details of assigned customers in Activated Insights Customer Relationship Management (CRM) tool

Experience and Qualifications:

• Minimum 2+ years of experience working in a professional environment, preferably in customer service
• Bachelor's degree in Business Administration, Communications, Marketing or related field, or any equivalent combination of experience and training that provides the required knowledge, skills and abilities
• Previous experience in Customer Success or equivalent history in increasing customer satisfaction, adoption, and retention
• Proven customer focus experience ensuring the customer perspective is a driving force behind business decisions and activities
• Proven track record of delivering measurable results
• Excellent verbal and written communication skills working in a professional environment
• Excellent, time management, organizational and planning skills
• Knowledge of and/or experience with a CRM tool
• Software-as-a-Service (SaaS) experience with customer service
• Experience with screen share software

Computer Skills

To perform this job successfully, an individual should have knowledge of computers/software, MS Windows, Word, Excel, PowerPoint, Google Chrome, and Outlook

Location:

• On-Site - Idaho Falls, ID

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Multiple video meetings each day where web camera use is required.

Schedule:

• Full time, 40 hours each week
• Monday through Friday, core business hours of 8:00 AM to 5:00 PM locally with occasional flexibility for collaboration across time zones or to meet critical deadlines.