Homeoffice Customer Success Manager

About Our Client

Their team of engineers, clinicians, and operators are building a delightful and affordable primary care benefit designed specifically for the 80 million Americans who are uninsured or under-insured.

They built the hiring company because healthcare is complex and expensive, but everyone needs it. Our vertically integrated primary care program is delivered through a network of nurse practitioners via virtual or in-home visits. We designed our plan to make high-quality concierge care accessible to everyone.

They're growing quickly and are well-capitalized from world-class investors like YCombinator, Softbank, and First Round Capital along with incredible founders and operators with experience building and funding unicorns like Michael Seibel (YC, Twitch), Immad Akhund (Mercury), Allison Pickens (Gainsight), Jack Altman (Lattice), Dan Folkman (GoPuff) and others. We’re looking for passionate and dedicated team members to join the hiring company and help us deliver care to more members!

About The Role

We are in search of a Customer Success Manager that is inventive, curious and humble, yet fueled by an entrepreneurial spirit. As the newest addition to the hiring company's Customer Success team, you'll be instrumental in shaping the customer journey, helping to build and execute strategies for client retention and driving revenue growth within our existing book of business. You will also be a key advocate for our clients, circulating insightful feedback across internal teams to help guide the evolution of the company’s products and services. This is a unique opportunity for a motivated and customer-centric individual to help define the Customer Success team’s processes and culture. Ready to roll up your sleeves and make an impact?

Responsibilities

• Cultivate and maintain strong relationships with customers, ensuring their satisfaction with our products and services
• Act as the primary point of contact for customer inquiries and issues, providing timely and effective solutions
• Conduct regular check-ins with customers to assess their needs and identify opportunities for cross-selling and upselling
• Provide training and support to customers on company products, ensuring they that they maximize their ROI
• Execute on and assist in refining processes for customer retention, renewals, and expansion
• Use client check-ins and retention work to help to build a comprehensive, data-driven story on customer account health, discover opportunities for growth, and uncover areas for improvement within existing products and services
• Drive proactive client communication to ensure renewals are won with ease
• Maintain detailed records of client interactions to ensure availability of pertinent information, and prevent communication redundancy and fatigue
• Serve as an advocate for the client, amplifying and escalating feedback through the appropriate channels
• Manage renewal pipeline and book calls to renew clients ahead of schedule
• Recognize areas of difficulty and opportunities, and suggest practical solutions to address them
• Partner with Customer Success peers to drive process improvements within our team
• Collaborate with Clinical Operations, Engineering, Marketing, and Sales to enhance and drive customer experience and ROI

Qualifications

• 2+ years of Customer Success experience in a fast-paced SaaS business
• Proficient navigating across multiple systems, including HubSpot and Chargebee
• Self-motivated, independent, and adaptable; comfortable with ambiguity, multitasking, and context switching
• Passionate about customer satisfaction and seamless delivery
• A lifelong-learner willing to take initiative and actively pursue answers
• Enthusiastic about helping colleagues and team members succeed–we win as a team
• Ability to effectively self-manage in a remote work culture spanning multiple time zones
• Exceptional ability to identify retention risks and proactively address them
• Excellent communication skills and ability to represent the hiring company in key customer meetings and at events
• A track record of high customer retention and revenue expansion

Benefits

• Full Medical, Dental, and Vision coverage
• Access to the company’s Primary Care Benefit (in supported areas)
• A generous equity plan
• Unlimited PTO
• Macbook and any other hardware you need to get your job done
• Mentorship program through First Round Capital
• Fun, creative, and collaborative work environment

Why Join Them?

• You believe healthcare should be simple, accessible, and delightful for everyone
• You want to join an incredibly ambitious team to build the #1 company in healthcare for hourly waged employees
• You love working at a super fast cadence with a great team, and having fun while doing it
• Benefits (medical/dental/vision insurance, Unlimited PTO, WFH stipend, mentorship opportunities through First Round Capital, team kickoffs and offsites, etc.)
• We're remote-first with a national team!