Senior Customer Success Manager

Engaged MD, Inc.; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an experienced Customer Success Manager to enhance client relationships and drive revenue growth. This fully remote role offers the chance to work with a diverse portfolio of key accounts while implementing strategies to optimize client success. You will play a crucial role in ensuring that clients derive maximum value from the platform, collaborating with various internal teams to communicate customer needs effectively. This is a fantastic opportunity for someone passionate about customer success and looking to make a significant impact in a rapidly growing company dedicated to improving patient care.

Benefits

Medical, Dental, and Vision Coverage

Open Paid Time Off

Paid Parental Leave

401(k) Retirement Savings Plan

Family Formation & Reproductive Care Benefits

Work Remotely

Qualifications

• 5+ years in Customer Success or Account Management.
• Strong relationship management and problem-solving skills.

Responsibilities

• Manage client relationships and minimize churn.
• Collaborate with teams to drive revenue growth.

Skills

Customer Success Management

Relationship Management

Critical Thinking

Problem Solving

Communication Skills

Time Management

Curiosity

Innovation

Education

Bachelor's Degree or Equivalent Experience

Job description

You are an experienced Customer Success Manager with a superior understanding of the customers and market you serve. Using your strong relationship management skills, you’ll serve a portfolio of key accounts and other strategic clients, executing the strategies designed by our Strategic Account Manager for growing revenue. We’re EngagedMD and we have a patient journey application used by more than 3 million users nationwide and internationally since its launch, and we continue to see enormous growth and adoption from medical clinics across multiple markets. This is an exciting opportunity to join us in our mission to help carers carry on caring. You’ll manage our client relationships and proactively work to minimize churn, drive growth in net revenue retention, ensure that the clinics in our enterprise accounts are using our products to achieve their goals, and act as the voice of the customer to communicate trends and needs back to internal teams. To achieve these goals, you’ll collaborate closely with the Support, Sales, Video Experience, Marketing, Product, and Professional Services teams.

This fully remote role reports to our Director of Customer Success, and candidates are required to reside in the United States. This role will require occasional travel, including 1-2 short trips per quarter to conferences and client sites. This role requires legal authorization to work in the United States. EngagedMD is unable to sponsor current H1B visa holders for this role.

What You’ll Do

• Recognize and meet the daily needs of your accounts, seeking always to offer the highest level of service
• Build and grow relationships with stakeholders on key customer accounts within your portfolio to ensure their successes with EngagedMD and to identify opportunities for optimization and growth of the account, including cross-and-up selling
• Collaborate closely with the Strategic Account Manager to understand and execute on revenue growth strategy in each account
• Implement new product offerings among your accounts, ensuring that clinics continue to get as much value from the EngagedMD platform as possible
• Contribute to continuously improving processes across the team, for the benefit of our clients and Customer Success team members
• Own and execute special projects related to internal development and training, as well as customer-facing initiatives, in collaboration with the Director of Customer Success

What You’ll Bring

• 5+ years of experience in Customer Success or Account Management
• Thorough understanding of the existing market and customers you serve
• Ability to manage multiple priorities simultaneously
• Strong critical thinking and problem solving skills
• Bias towards curiosity and seeking to understand
• Ability to innovate and challenge the status quo
• A mission-driven orientation to all you do
• Superior written and verbal communication skills
• Ability to thrive in a small, fast-paced organization
• Bachelor’s degree or equivalent career experience

It’s Also Nice If You…

• Have at least a passing familiarity with the fertility and/or healthcare industries
• Have successfully worked remotely with distributed teams in the past
• Have experience working with software-as-a-service (SaaS) clients

What We Offer

• Competitive compensation and equity
• Medical, dental, and vision coverage heavily subsidized by the company
• Open Paid Time Off
• Paid parental leave
• 401(k) retirement savings plan

EngagedMD is an equal opportunity employer. We’re committed to diversity, equity, and inclusion. We believe our company and products are made better by the varied perspectives of our employees, each of whom we seek to empower and support in their individuality. We hire our team members on the basis of merit, qualifications, and the needs of our business in order to best achieve our mission to help carers carry on caring.

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This remote role requires residency in the United States. Do you reside in the United States? *

Are you legally authorized to work in the US? At this time we are not able to sponsor applicants for an employment visa - only U.S. Citizens and Green Card holders will be considered. *

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Company Benefits

• Your choice of medical, dental and vision plans
• 401(k)
• Open PTO + 11 paid holidays
• Paid family and medical leave
• Family formation & reproductive care benefits
• Work remotely