Senior Customer Success Manager, CareMessage
$125-137.5k
OTE
$125k
BASE
Senior level
Remote from US
Patient engagement for underserved populations
Job no longer available
Patient engagement for underserved populations
21-100 employees
HealthcareB2BSocial Impact
Job no longer available
$125-137.5k
OTE
$125k
BASE
Senior level
Remote from US
21-100 employees
HealthcareB2BSocial Impact
Company mission
To leverage technology to help safety net organizations fulfil the essential needs of underserved populations.
Role
Who you are
- We are seeking a dynamic individual who has proven (at least 5 years of) Customer Success experience with responsibility for a tech-touch / SMB book of business, driving product adoption, mitigation churn and turning customers into product champions using a blend of high touch (kickoffs, etc), scaled interactions (virtual user conferences, webinars, etc), and quality non-personal interactions (automated communication, monthly emails, etc)
- Through your experience, you’ve learned that great CSMs help customers maximize the value of the product they’ve purchased
- You’re someone who understands and has managed a customer lifecycle journey, and you’ve leveraged usage data to execute your CSM strategy
- When it comes to tools, you have used and effectively leveraged Gainsight and Salesforce as you see the reporting coming out of these tools as critical to scaling CS
- You’re someone who has led a webinar masterfully to drive participant engagement, and you’ve either organized or helped organize a user conference to ensure maximum satisfaction of your customers
- When it comes to growth in an SMB market, you’ve got experience on how to execute a blended high touch and tech-touch model to drive renewals and upsells
- You’re not afraid to speak to or present to a top decision maker (CEO, COO, etc), even if it requires you to learn a new topic
- In fact, you thrive on researching and preparing for and executing these meetings to prove your CS chops
- Your references would call you a great communicator and your previous bosses would call you a great partner
- You know how to leverage marketing material and contribute to retention marketing activities
- In terms of your own growth, you’re still looking to grow as an individual contributor for the next few years as you see the value of mastering your craft and applying your mastery to serving your customers
- You also enjoy working on small teams (we’re a small team!), taking on non-core initiatives, and you bring high energy in the face of growth and change
- 5+ years of experience as Customer Success Manager and/or Account Manager with at least 2 years of experience in a senior role or with the responsibilities we’ve identified above
- Exceptional customer relationship management skills with a focus on measurable customer outcomes
- Effective at independently navigating 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
- Experience with Gainsight and Salesforce
- Nice to have but not required: healthcare (especially with FQHCs, for example) or health tech experience
What the job involves
- The CareMessage team is looking for an experienced Senior Customer Success Manager (SCSM) who is excited about working with an innovative team as we bring mobile technology to underserved patients
- In this position you will play a key role in the overall success of our organization by delivering stellar customer care at scale while ensuring it does not feel templated and impersonal
- 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
- Become familiar with our product and its features, with the ability to demo the product back to your teamBecome familiar with your customers
- Become familiar with our partners, the EMR and PHM landscape, and the organizations that support your customers (PCAs, HCCNs)
- Become familiar with the competitive landscape CareMessage operates in and how we differentiate ourselves in the market
- Brush up on Salesforce and Gainsight - you should already have experience with both tools
- 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 two months you'll:
- Review our OKRs, goals, and initiatives
- Become familiar with our integrations, with the ability to speak to how we deploy integrations to our customer base
- Dive into your book of business, including beginning to establish success criteria and expected outcomes for your customer base and meeting with customers
- Leverage and contribute to existing customer onboarding, training, help center and marketing in order to support your customers
- Be responsible for supporting the customer support desk for 1 day a week (for one month) with support from one of our Technical Support Analysts
- Review existing marketing materials and begin planning out your communication strategy
- Contribute to transforming our current customer lifecycle journey from one that is high touch to one that is more blended with tech-touch/non-personal approaches to customer onboarding and ongoing engagement
- Deliver a 30-45 day insights presentation to the VP, Customer Success with your observations, potential plans, and questions
- Within three months you'll:
- Fully own your book of business with the contours of an engagement plan outlined
- Begin participating in or co-owning CS initiatives or working with the VP, Customer Success to establish a new initiative you own if you see a gap
- Review usage data and develop a plan to use it to develop and execute upsell, retention, and churn mitigation strategies for your customer base (with support)
- Perform periodic Customer Success reviews with select customers to drive insights on adoption, satisfaction, and churn
- Proactively identify account risks and drive mitigation
- Identify new opportunities for customers to use CareMessage products, integrations, or features
- Own the renewal process with a focus on increasing annual recurring revenue
- Deliver a 60-75 day insights presentation to the VP, Customer Success with your observations, potential plans, and questions
- Within four months and beyond you'll:
- Execute webinars, QBRs, or user conferences
- Drive continuous discovery throughout the customer lifecycle to uncover additional business objectives, use cases, and metrics of success
- Contribute to our customer onboarding, training or marketing materials in collaboration with the Customer Adoption Manager
- Act as the voice of the customer internally, providing expert customer insight to Product, Marketing, Sales, Support and Implementation teams on what continuous improvement is needed to enhance the customer experience
- Communicate platform features and product information for new releases and facilitate their adoption
- Leverage usage, satisfaction, ticket history and other patterns to gain insights, provide guidance, reduce churn risk, and improve overall customer happiness
- Continue to work on, contribute to, and leverage our communications, retention and upsell materials to drive customer engagement and track that engagement on a regular cadence
- If we choose to launch a customer community, make recommendations to Adoption Manager on resources, blogs, and materials to create and post and contribute to the development of these materials where appropriate
- Track churn and own renewal and expansion opportunities for your book of business
- Present to the CS team and beyond (where appropriate) on customer outcomes and data
- Accurately forecast and deliver consistent results towards individual and team business goals on a quarterly basis
- Travel to visit key customers and partners in person on a periodic basis
- Consistently contribute to improving our Customer Success program by suggesting initiatives and taking ownership of critical projects
Our take
CareMessage allows healthcare providers to keep in touch with patients after consultations or treatment, prompting engagement from inactive clients and improving health outcomes for those in need of follow up care. For the providers themselves, CareMessage also offers workflow automation and management tools to optimize business. The result is fewer no-shows, and less time wasted on administrative duties.
Whilst this kind of practice management product is nothing new in the private healthcare sector, CareMessage’s client focus is. Pointedly, the non-profit works with a network of over 300 global safety net organizations, through which it reaches over 7 million underserved patients.
Over recent years, the CareMessage engagement system has also been used to publicise other safety net services like food support. This kind of growing, popular, and socially impactful influence is remarkable and helps offer an urgent solution in the increasingly stressed US healthcare market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
Top investors
Company
Funding (last 2 of 5 rounds)
Jul 2020
$0.3m
GRANT
Jul 2017
$12m
SERIES B
Total funding: $19.4m
Company benefits
- Flexible work hours as a fully remote team
- Half-day Fridays
- Generous medical, dental, and vision insurance for employees and their families
- Health Savings Accounts and Flexible Spending Accounts
- 401k retirement plan
- Short & long-term disability insurance
- Paid parental leave for biological and adopted children
- 9 wellness days to be used for anything that comes up in life or self-care
- Paid time off & 1-month (20 working days') paid sabbatical after the 4-year anniversary
- 15 paid company holidays, plus a ~5-day mid-year break and a ~5-day end-of-year break
- Employee Assistance Program
- Budget for professional and personal development (webinars, online courses, books, and more)
Company HQ
Pacific Heights, San Francisco, CA
Leadership
Vineet Singal
(CEO & Co-Founder)An instructor at Stanford University Medical Center who subsequently moved onto the Stanford board of trustees, and then the Stanford medicine community council.
Cecilia Corral
(Chief Strategy Officer & Co-Founder)Worked on engineering diversity programs at Stanford School of Engineering, and then moved on to assist with the grand challenge scholars program at the University of Texas.
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