Strategic CSM - SaaS for Care Providers

Customer Success Manager; Idaho Falls (ID); Presencial; USD 70 000 - 95 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Unlimited PTO

Wellness reimbursement

Dental & Vision

Medical benefits

Team events (virtual & in-person)

Culture & recognition tools

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Communication

Customer Service

CRM Tools

SaaS Experience

Project Management

Formação académica

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

Ferramentas

CRM Software

Screen Sharing Software

Descrição da oferta de emprego

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.