Associate Client Success Manager (B2B SaaS)

Our expectation of this very robust CS role is that, after your onboarding phase, you become a CSM and contribute to our customer base through providing training, working with clients after Go Live to ensure they are using the product optimally, and create a relationship with clients so you are able to sell the value-add of features that would benefit their business, staff, and patients. You will also play a role in providing support to our customers through our support channel. The ideal candidate has a background as a rehab therapist, has expertise in administrative and clinical workflows, is an excellent communicator and HIGHLY passionate about software. More on that below!

Key Responsibilities:

• Build a strong relationship with your clients as a strategic and supportive partner
• Focus on building loyalty to ensure long-term client success by presenting product information, addressing customer issues and helping the teams implement Prompt Plus and other premium product offerings
• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Gain a strong understanding of the ins and outs of a therapy business in order to provide expertise to our clients throughout their onboarding
• Lead question/answer webinars with clinical management and staff
• Work with support team as tickets are escalated to you to provide specific workflows for clients, and work the support channel per team needs
• Lead clients through what to expect from their data transfer so they have clear expectations of the data transfer process
• Assist in the onboarding process of new clients
• Delegate questions to the Client Experience Team, Billing Success Team, and Customer Success team as appropriate
• Collaborate with team members and management in recommending and implementing improvement opportunities

Minimum Requirements:

• Must have experience in outpatient physical therapy clinics
• Very strong technical skills operating various software platforms
• Highly Proficient in MS Excel
• Understanding and learning software must be a passion of yours
• Clinical background and/or licensed rehab therapist
• Experience with EMR Systems
• Possess strong written and verbal skills
• Be tech savvy and comfortable working in a live setting with various softwares
• Highly motivated to work in an extremely fast paced environment where you will need to work outside normal working hours at times
• Prepared to grow very quickly into your role and take on greater responsibilities as the team and customer base grow

Preferred (Nice-to-have) Qualifications:

• Medical billing experience or education
• Previous SaaS experience

Perks – What you can expect:

• Competitive salaries
• Remote/hybrid environment
• Potential equity compensation for outstanding performance
• Flexible PTO
• Company-wide sponsored lunches
• Company paid disability and life insurance benefits
• Company paid family and medical leave
• Medical, dental, and vision insurance benefits
• Discounted pet insurance
• FSA/DCA and commuter benefits
• 401k
• Credits for online and in-person fitness classes/gym memberships
• Recovery suite at HQ – includes a cold plunge, sauna, and shower