Customer Success Manager, Linus Health

• Software Implementation or Project Management experience with digital health, HealthTech or healthcare provider
• Effective communication skills including written, verbal and presentation, with demonstrated ability to manage concurrent complex deliveries in a dynamic, fast-paced environment
• Highly organized and detail-oriented, yet flexible and comfortable with ambiguity
• A bias for action and a passion for disruptive innovation
• Passion for improving the way people care for their mental and physical health

Desirable

• As a Customer Sucess Manager, you will be responsible for the overall workflow and management of assigned projects from inception to completion and will lead the internal team to deliver the work within the defined scope, timeline and budget
• Work cross-functionally with the Commercial and Customer Success teams to ensure smooth knowledge transfer and seamless customer experience
• Define, oversee and track progress in action items, decisions, risks, and deliverables
• Provide detailed account walkthroughs and assist many new customers with implementation
• Clearly communicate account setup requirements and expectations with customers and key stakeholders
• Educate customers on capabilities, and best practices to simplify adoption and align expectations
• Work cross-functionally with internal product, engineering and data teams, as well as with external partners, to develop realistic project plan/schedules
• Leverage feedback for continuous improvement to the onboarding process
• Develop a deep understanding of customers' business and operational objectives
• Monitor and review customer utilization and work with through product adoption
• Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of Linus tools and platforms
• Connect with management to provide regular project updates on project status including risk mitigation plans and to escalate unexpected events impacting project schedule, budget and resources
• Maintain strong customer relationships over the course of projects; manage client expectations with respect to project timelines, risks, and deliverables
• Proactively identifies opportunities for improvement to company processes