Enterprise Customer Success Manager, Tennr
More information about location
Automation platform for healthcare operations
Posted today
Automation platform for healthcare operations
21-100 employees
Posted today
More information about location
21-100 employees
Company mission
To ease the administrative burdens on healthcare providers.
Role
Who you are
- To be successful, you’ll need a proven track record of building and maintaining deep, lasting relationships with customers
- Even more crucial is a love for technology and problem-solving
- Enterprise Customer-Facing Experience: You have 5+ years of working with enterprise customers managing large-scale accounts ($500k to multi-million ARR) and complex organizational structures. Ideal experience will be in roles such as customer success, consulting, project management, program management, or implementation consulting
- Customer Value Obsessed and Revenue Minded: You're comfortable discussing upsells/expansions, always prioritizing the customer's best interests
- Domain Expertise: You're well-versed in B2B SaaS and software implementations. Experience in American healthcare operations or top-tier healthcare consulting is a significant advantage
- Startup Work Ethic: You thrive in a fast-paced, unstructured environment, maintaining strong urgency and accountability even without established processes. You show an eager appetite for learning and take initiative to grow your skills and expertise
What the job involves
- As an Enterprise Customer Success Manager (CSM) on Tennr's Customer Experience team, your goal is to create deliriously happy customers
- This isn't your typical CSM role—you'll be a true advisor to our largest customers, deeply understanding their businesses and guiding them from onboarding through ongoing adoption of Tennr
- This role demands a lot
- You'll work closely with our customers (from end users to C-suite) to master the specific nuances and complexities of their healthcare businesses
- As a product expert, you'll oversee end-user training and adoption while executing client success plans and managing renewals
- You'll tackle technical and complex issues while fostering excitement and loyalty among Tennr's customers
- Your Customer’s Trusted Advisor: Maintain regular communication with key stakeholders, providing consistent updates on project statuses, host trainings & education, and communicate issues in a timely manner to ensure alignment and manage expectations
- Collaborate Cross-functionally: Collaborate with Engagement Managers, Solutions Architects and Sales to strategize on account plans and ensure the Customer is deliriously happy with their experience at Tennr
- Ongoing Strategy and Adoption: Once your customers are fully onboarded and learn Tennr, you will ensure they continue to engage in feedback of the Platform and ongoing usage. You will maintain a strong relationship with them, understanding their changing business needs and ensuring Tennr is adapting to those needs throughout our partnership
- Impact Our Product Roadmap: Meaningfully shape our future product: As you engage with customers, you'll gain insights to help us serve them better — and work with product to inform what we do next
- Renewal and Expansion: As a result of your hard work getting your customers so much value out of Tennr, you will help with renewals and expansion with their plans to ensure we continue to solve their biggest growth needs year after year
- Build New Programs: You will have the opportunity to partner with the Head of CX to build new programs for our Enterprise customers as different needs arise. This is a great opportunity for someone who is passionate about working directly with customers every day, but also enjoys building new processes and teams from 0.5 to 100
- Data Fluency: Beyond general data fluency, specify experience with enterprise-level KPIs like time-to-value, adoption rates across large organizations, and multi-department coordination
- Travel: Up to 40% Travel will be required for on-site trainings & strategy meetings around the US for strategic & large accounts
Our take
In the healthcare system, there are inefficiencies associated with the referral process to specialists. Often coming in various forms, from email to fax, without any standardized structure, this leads to administrative burdens and significant delays in patient care.
Tennr has developed a machine learning and document scanning platform that automates the extraction of relevant information from referrals and facilitates faster appointment scheduling. With its focus solely on the healthcare industry, it addresses the complexities of medical terminology and ensures doctors, clinics and insurers stay informed throughout the process.
It's off to a successful start, with early adopters reporting significant improvements in their workflows, signalling strong market demand for the solution. This success is accompanied by early funding, enabling the company to focus on accelerating its growth for a bright future in the healthcare automation sector.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Oct 2024
$37m
SERIES B
Mar 2024
$18m
SERIES A
Total funding: $55.2m
Company HQ
Chelsea, New York, NY
Articles
Leadership
Trey Holterman
(Co-Founder & CEO)They studied Computer Science with a focus on Machine Learning at Stanford. Prior to starting Tennr, they focused on applying their research in the health technology world at HealthIQ and Strava.
Diego Baugh
(Co-Founder & CTO)They studied Computer Science at Stanford with a focus on Human Computer Interaction and Design. Prior to Tennr, they built automation systems at Goldman Sachs as an Automation Engineer.
Tyler Johnson
(Co-Founder & CTO)They studied Computer Science with a focus on Systems and Networking at Stanford. Prior to Tennr, they worked as a Lead Engineer at Tanduo, where they built bespoke data workflows for large industrial companies.
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