Customer Success Manager at a fast growing start-up

Hi Everyone,

We are looking to hire an experienced Customer Success Manager to join our diverse, super talented and rapidly growing team at WellBeam. We are based out of Palo Alto. If you or anyone in your network might be a good fit, please send me an email at nwinters@well-beam.com.

We’re looking for an exceptional and highly motivated candidate, with strong Customer Success Management experience, and a true problem solving mindset to join the customer obsessed nexus within our organization.

Working on the Customer Success team you will be the primary contact of the customer relationship within your portfolio. You will address day-to-day questions, hold account reviews with key stakeholders, resolve escalation issues, and communicate customer needs internally to influence business priorities. This requires a high level of organization, exceptional communication skills, and an ability to adjust with our fast-paced organization.

RESPONSIBILITIES:

• Partner with a portfolio of WellBeam customers to understand their goals and identify the tactics, strategies, and best practices needed to achieve them and drive adoption
• Build strong relationships with end-user customers, across levels and functions, with particular focus on managers and administrators
• Develop an extensive working knowledge of WellBeam products, structures, and workflows to facilitate onboardings, trainings, and first-line customer support
• Collaborate with internal account teams and customer support to forecast renewals, identify growth and expansion opportunities, and identify and manage any risks
• Escalate issues that may arise to internal stakeholders to get appropriate support to solve customer problems
• Work collaboratively across teams at WellBeam to represent customer needs and engage a team-accountability approach to deliver for the customer
• Maintain customer data i.e. contacts, account health, significant events, etc. in company supported CRM and CS tools
• Deliver and communicate ROI for WellBeam clients, throughout the customer lifecycle

OUR IDEAL CANDIDATE WILL HAVE:

• 2+ years of Customer Success experience in a SaaS or software company, preferably managing an SMB book of business
• Domain knowledge in Hospital System and Home Health Agency practices, experience working in the healthcare industry as a practitioner or technology supporter a plus
• Ability to manage a large portfolio of teams/divisions with amazing task and time management skills • User onboarding & training experience • Ability to drive value and adoption of solutions and associated ROI • Experience working cross-functionally (e.g. Sales, Product, Marketing, Support) to guide users throughout the customer lifecycle while championing the voice of the customer • Passion for building relationships with customers and partners in the healthcare industry • A+ organization skills and attention to detail • Demonstrated ability to manage risk across portfolio and in individual customer situations • Superior communication skills - internal and external written/oral communications are critical in this role • Troubleshooting & issue resolution experience with an orientation toward analytics and process improvement opportunities • Knowledge of SaaS products and the SaaS industry is a plus • Knowledge of HubSpot, Zendesk, Jira, and Totango is a plus • Bonus: Experience with medical practitioners - health system users, or post-acute users • Bonus: Experience with clinical workflow