Customer Success Manager

Pear Suite; Phoenix (AZ); Remote; USD 70,000 - 85,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Success Manager to enhance client satisfaction and retention. This remote role involves guiding clients through the implementation of a cutting-edge care navigation platform. The ideal candidate will have a strong background in SaaS software and community health, ensuring clients maximize the platform's value. You'll collaborate with cross-functional teams, deliver training, and monitor key performance metrics, all while fostering strong relationships. If you're passionate about customer success and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• Proven experience in SaaS software implementation and account management.
• Strong problem-solving skills and ability to handle complex client issues.

Responsibilities

• Act as primary point of contact for clients, providing exceptional support.
• Oversee implementation and configuration of SaaS solutions.
• Conduct regular check-ins to assess client satisfaction and engagement.

Skills

SaaS software implementation

Account management

Communication skills

Problem-solving skills

Customer-centric approach

Tools

CRM systems

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 an individual with a strong background community health work/care navigation and in SaaS software implementation and account management, who is passionate about ensuring client satisfaction and success. As a Customer Success Manager, you will play a crucial role in guiding our clients through the implementation and optimization of our platform, fostering strong relationships, and driving customer engagement and retention. Prior working knowledge of community based practices will ensure success in this role.

What you'll do

Key Responsibilities & Duties:

- Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.

- Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.

- Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.

- Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.

- Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.

- Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.

- Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.

- Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.

Qualifications

Minimum Qualifications:

- Proven experience in SaaS software implementation, account management and platform configuration.

- Background in community health work is a plus.

- Strong problem-solving skills and ability to handle complex client issues effectively.

- Excellent communication and interpersonal skills, with a customer-centric approach.

- Ability to work independently and manage multiple priorities in a fast-paced environment.

- Proficiency in relevant software tools and platforms, including CRM systems.

If you are a results-driven individual with a passion for customer success and a knack for building strong client relationships, we would love to hear from you.

We are an Equal Opportunity Employer- We celebrate diversity and believe it is the key to creating vibrant, healthy communities! We encourage applicants from all cultures, races, colors, religions, sexes, national or regional origins, ages, disability status, sexual orientation, gender identity, military, protected veteran status or other status protected by law.