Customer Success Manager

Within one month you'll:

• Learn about the people and passion behind CareMessage through an extensive onboarding experience focused on who we are, our values, and how we work
• Learn our market, customers, product and its features, our value communications and demo the product back to us
• Learn our partners, the EMR and PHM landscape, and the organizations that support your customers (PCAs, HCCNs) 
• Learn your book of business and the CareMessage CSM strategy
• Shadow a Senior CSM, an Implementation Project Manager, and a Technical Support Analyst to learn more about our customers’ experience with CareMessage, our systems and tools, and our processes

Within three months you'll:

• Understand our OKRs, goals, and initiatives, and be prepared to leverage your knowledge of our product and integrations to begin driving increased adoption and engagement with customers
• Own your book of business, including understanding the healthcare market dynamics of the states you own and beginning to meet with customers/partners; be ready to explain features and train customers as needed
• Develop Customer Success Plans for your customers in partnership with your manager 
• Review existing background information and usage data for your customers, and begin working with your manager to develop an adoption, churn mitigation and a scaled communication strategy for your customers
• Report back on state-based and other trends you see from your portfolio

Within six months you'll:

• Drive continuous discovery throughout the customer lifecycle to uncover additional business objectives, use cases, and metrics of success
• Leverage usage, satisfaction, ticket history and other patterns to gain insights, provide guidance, reduce churn risk, and improve overall customer happiness
• Contribute to cohort development and analysis, including contributing to plays and playbooks for managing key customers
• Continue to work on, contribute to, and leverage our communications, retention marketing materials to drive customer engagement, adoption and upsells, including communicating new releases and facilitating their adoption

The successful candidate will:

• At least 3 years of experience as Customer Success Manager and/or Account Manager
• US healthcare experience is required
• Epic or other EMR experience is preferred
• Exceptional customer relationship management skills with a focus on measurable customer outcomes
• Worked effectively with previous managers to navigate customer analysis, escalations and complex questions within the Customer Success team
• Strong presentation, meeting facilitation, and written communication skills
• Experience implementing customer solutions and educating customers on product features and benefits
• A track record of achieving net revenue retention, upsells, and customer satisfaction objectives
• Tools: Gainsight, Salesforce, and/Hubspot (or similar tools) experience required