Customer Success Manager

Assured; New York (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Stock options

Health & dental coverage

9 company holidays

Unlimited PTO

In-office role in NYC

Job summary

Assured in New York City is hiring a Customer Success Manager to shape our customer success strategy and ensure clients get maximum value from our platform. You will work closely with customers to understand needs, provide exceptional support, and guide product improvements based on feedback.

As an early hire, you will own onboarding, build strong relationships, train users, track success metrics, and advocate for customers across product and strategy teams.

Qualifications

• 1+ years of experience in customer success or related roles.
• Excellent communication and interpersonal skills.
• Ability to manage multiple clients and priorities.
• Understanding of healthcare or SaaS environments is a plus.

Responsibilities

• Lead onboarding for new clients and ensure a smooth transition to the platform.
• Build and maintain strong customer relationships as the primary contact.
• Provide ongoing support and guidance to address concerns promptly.
• Gather and analyze feedback to inform product improvements.
• Develop and deliver training materials to help customers use the platform.
• Advocate for customer needs within the company and track key metrics.

Skills

Customer relationships

Communication

Problem solving

Multi-client management

Tools

CRM software

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.