Strategic Customer Success Manager

Cerbo; Portland (OR); Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation based on experience

401(k) with matching company contribution

Short-term and long-term disability insurance

Paid Time Off and company holidays

Full suite of remote working tools

Job summary

A healthcare SaaS company is seeking a Strategic Customer Success Manager. This role involves managing key customer relationships and driving customer satisfaction and retention. The ideal candidate should have over 5 years of experience in EHR or healthcare tech with strong communication skills. The position is 100% remote and offers competitive benefits including a 401(k) plan and comprehensive insurance.

Qualifications

• 5+ years of experience managing high-touch customer relationships in EHR or healthcare technology.
• Strong work ethic and ability to drive retention.
• Excellent communication and mediation skills.
• Excellent communication and mediation skills.

Responsibilities

• Manage ongoing client relationships for top customers as a trusted thought partner.
• Drive customer growth, satisfaction, and retention post-implementation.
• Ensure customer success and leverage feedback for internal improvement.
• Manage proactive communication and the commercial relationship with large customers
• Oversee post-implementation client growth, satisfaction, retention, and expansion
• Monitor account health and drive adoption and revenue opportunities
• Lead bi-annual value reviews with stakeholders to prevent churn and drive ROI
• Serve as product expert to translate capabilities into client value
• Attend industry events to engage with customers and expand relationships
• Capture customer feedback and communicate strategic themes to product and marketing
• Collaborate with teams to develop case studies and sales resources

Skills

EHR/Healthcare technology experience

Customer relationship management

Communication skills

Mediation skills

Analytics

Tools

CRM experience (Gainsight)

Job description

Overview

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The Company
Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day. Cerbo originally started as a developer’s nights-and-weekends project and has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a Strategic Customer Success Manager.

What You’ll Do

The Strategic Customer Success Manager will establish and own relationships with our top customers at Cerbo. Driving retention, expansion, and advocacy. Someone who is a relationship builder and understands the importance of working both strategically and tactically to ensure a holistic partnership with measurable value delivery will thrive in this role. Customer Success is a newly launched team at Cerbo so willingness to jump in and figure things out as you go is key. We’re growing fast and it’s an exciting time. This role reports directly to the Customer Success Lead.

Primary Responsibilities

• Own the ongoing client relationship for our top Cerbo customers. Embed yourself in their organization and operations as a trusted thought partner
• Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle
• Responsible for proactive communication and ownership of the commercial relationship with our largest and upper-mid-market customers
• Own the client experiences post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities
• Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth
• Establish bi-annual reviews with key stakeholders that measure value delivery to prevent churn and secure expansion
• Be a product expert, able to understand what our product can and can\'t do, and why, and be able to help customers use our product to solve pain points
• Establish yourself as a trusted advisor to foster long-term partnerships with key customer stakeholders and in the market. Attending key industry events (ex. Conferences) is expected as part of this role to meet with existing customers.
• Ensure that all customers derive maximum value from their investment with, leveraging success plans to demonstrate ROI
• Strategically guide clients on how our tools and partnership can impact their business to secure their top initiatives
• Increase company revenue through identifying and developing opportunities to upsell customers
• Work to achieve optimal customer health and log all relevant data points to assist in reporting and forecasting
• Garner customer feedback and internally communicate strategic themes and requests to product, marketing, and other teams
• Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns
• Ability to learn new technologies and communicate those concepts to customers of varying degrees of technical expertise
• Partner with customers to develop new case studies and other sales and marketing resources

What You’ll Bring

• 5+ years of EHR/Healthcare technology experience managing high-touch customer relationships and focusing on retention
• Strong work ethic
• Process driven and result-oriented to establish positive outcomes
• Communication and good mediation skills are critical
• You are excited about driving and tracking a consistent engagement process for customers and internal stakeholders, yet demonstrating flexibility where needed.
• Highly dependable and professional.
• CRM experience (Gainsight is a plus)

Benefits

• Competitive compensation based on experience
• 401(k) with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off and company holidays
• Full suite of remote working tools and processes

Location: 100% Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Business Development, Analyst, and Customer Service
• Industries: Wireless Services, Telecommunications, and Communications Equipment Manufacturing