Customer Success Manager

Kindredventures; New York (NY); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Stock options

Health and dental coverage

Unlimited PTO

In-office role in NYC

Office lunches and snacks

Job summary

Assured is hiring a Customer Success Manager in New York City to join a fast-growing team. You will own onboarding, manage customer relationships, and provide proactive support to ensure customers derive maximum value from the platform.

As an early hire, you will shape the customer success strategy, gather user feedback, and drive product improvements. Office-based in NYC with a focus on healthcare customers.

Qualifications

• 1+ year of experience in customer success, account management, or related role.
• Excellent communication and interpersonal skills.
• Problem-solving mindset with proactive approach to client needs.
• Ability to manage multiple clients and priorities.
• Proficiency with CRM software and customer support tools.
• Understanding of credentialing and network management processes in healthcare is a plus.

Responsibilities

• Lead the onboarding process for new clients, ensuring a smooth transition to our platform.
• Build and maintain strong relationships with customers, acting as the primary point of contact.
• Provide ongoing support and guidance, addressing concerns and resolving issues promptly.
• Gather and analyze customer feedback to inform product development and improvements.
• Develop and deliver training materials and sessions to help customers utilize the platform.
• Advocate for customers' needs within the company and contribute to product/strategy discussions.
• Track and report on key metrics like customer satisfaction, retention, and usage.

Skills

Communication skills

Relationship building

Problem-solving

Multitasking

Tools

CRM software

Customer support tools

Job description

The Role

We are looking for a Customer Success Manager to join our growing team. As a crucial early hire, you will play a pivotal role in shaping our customer success strategy and ensuring our clients achieve maximum value from our platform. You will work closely with customers to understand their needs, provide exceptional support, and help drive product improvements based on user feedback. Ultimately, you will be responsible for ensuring the success and satisfaction of our customers by providing exceptional support and guidance.

At Assured, we are ruthlessly focused on our end customers and driving better outcomes. Most of your time will be spent learning and experimenting to drive your desired outcomes. You will have ownership, autonomy, and the ability to maximize your growth curve.

What You'll Do

• Customer Onboarding: Lead the onboarding process for new clients, ensuring a smooth and efficient transition to our platform.

• Relationship Management: Build and maintain strong relationships with customers, acting as their primary point of contact.

• Support and Guidance: Provide ongoing support and guidance to customers, addressing their concerns and resolving issues promptly.

• Product Feedback: Gather and analyze customer feedback to help inform product development and improvements.

• Training and Education: Develop and deliver training materials and sessions to help customers fully utilize our platform.

• Customer Advocacy: Advocate for customers' needs within the company, ensuring their voices are heard in product and strategy discussions.

• Success Metrics: Track and report on key success metrics, such as customer satisfaction, retention, and usage rates.

What We're Looking For

• 1+ years of experience in customer success, account management, or a related role, preferably in the healthcare or SaaS industry.

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.

• Problem-solving mindset with the ability to think critically and proactively address client needs.

• Ability to manage multiple clients and priorities simultaneously.

• Proficiency with CRM software and customer support tools.

• Understanding of credentialing and network management processes in healthcare is a plus.

Benefits and Pay

• Our headquarters are located in New York City. This is an in-office role. We value in-person collaboration — we host offsites, outings, and team meals to stay connected as people, and offer office lunch and a fully stocked snack bar.

• We provide competitive base compensation along with stock options.

• Compensation for this role depends on experience and interview performance.

• We offer generous employer-sponsored health and dental coverage, nine company holidays, and unlimited PTO ("take what you need").

EEO Statement

Assured is an equal opportunity employer committed to diversity and inclusion. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic under federal, state, or local laws.

This policy applies to all employment practices, including hiring, promotion, termination, compensation, benefits, training, and apprenticeships. Assured bases hiring decisions solely on qualifications, merit, and business needs.