Customer Success Manager

You are an experienced Customer Success Manager with superior relationship management skills, intent on helping a tech organization achieve its mission by building strong relationships with clients and driving deeper into accounts. We’re EngagedMD and we have a patient journey application used by more than 2 million users nationwide and internationally since its launch, and we continue to see enormous growth and adoption from medical clinics across multiple markets. This is an exciting opportunity to join us in our mission to help carers carry on caring. You’ll manage our client relationships and proactively work to ensure that clinics are using the platform to achieve their goals, minimize churn and drive growth in net revenue retention, and act as the voice of the customer to communicate trends and needs back to internal teams. You will also have the opportunity to bring your Customer Success expertise and help our team scale effectively and efficiently. To achieve these goals, you’ll also collaborate closely with the Support, Video Experience, Product, and Professional Services teams.

This fully remote role reports to our Customer Success Leader, and candidates are required to reside in the United States. This role will require occasional travel, including 1-2 short trips per quarter to conferences and client sites. This role requires legal authorization to work in the United States. EngagedMD is unable to sponsor current H1B visa holders for this role.

What You’ll Do

• Build and grow relationships with key users and executives on customer accounts, from SMB to enterprise, to identify opportunities for optimization and growth
• Partner with fertility clinics to ensure that they meet the goals identified in the sales process
• Roll out new product offerings among your accounts, ensuring that clinics continue to get as much value from the EngagedMD platform as possible
• Drive additional revenue generation by cross-and-up selling your existing accounts
• Work closely with implementation specialists and the Customer Support team to provide a high-quality customer experience
• Add value to the Customer Success team by enthusiastically collaborating with team members and identifying opportunities to improve team processes

What You’ll Bring

• 3+ years of experience in Customer Success or Account Management
• Ability to manage multiple priorities simultaneously
• Strong critical thinking and problem solving skills
• Bias towards curiosity and seeking to understand
• Ability to innovate and challenge the status quo
• A mission-driven orientation to all you do
• Superior written and verbal communication skills
• Ability to thrive in a small, fast-paced organization
• Bachelor’s degree or equivalent career experience

It’s Also Nice If You…

• Have at least a passing familiarity with the fertility and/or healthcare industries
• Have successfully worked remotely with distributed teams in the past
• Have experience working with software-as-a-service (SaaS) clients

What We Offer

• Competitive compensation and equity
• Medical, dental, and vision coverage heavily subsidized by the company
• Open Paid Time Off
• Generous paid holidays
• Paid parental leave
• 401(k) retirement savings plan