Customer Success Manager

Customer Success Manager

Imagine being a healthcare provider whose sole mission is to focus on delivering high-quality patient outcomes, but with the knowledge that you need to constantly document your compliance with key healthcare regulations along the way. Now imagine tasking someone with a limited compliance background to manage that, with looming risks of audits, breaches and fines hanging over your practice. Compliancy Group's vision is to deliver stress-relieving, tech-enabled services and software to the healthcare community that create stronger trust between patients and providers. We're on a mission to support small and midsized medical practices as they work to comply with critical, ongoing healthcare compliance requirements.

The Customer Success Manager (CSM) plays a key role in helping us accomplish our mission by fostering strong partnerships with our clients, ensuring they achieve their goals while deriving maximum value from our solutions. The CSM guides clients through our products and services, proactively addresses their needs, and drives high levels of satisfaction, retention, and account growth.

Key Responsibilities:

• Relationship Management: Build and sustain meaningful relationships with enterprise clients by understanding their business objectives, offering strategic guidance, and serving as their primary Compliancy Group liaison.
• Retention & Adoption: Support clients in achieving strong user adoption to ensure long-term engagement with our software and mitigate churn risks by consistently delivering value.
• Account Expansion: Identify growth opportunities within accounts, guide clients through expansion strategies, and collaborate internally to ensure timely and effective recommendations.
• Customer Advocacy: Serve as the client's voice within our software, providing feedback to sales, product, and service teams to enhance the overall customer experience.
• Health Monitoring: Track customer health metrics and KPIs to anticipate risks or opportunities, proactively address them, and provide monthly internal health reports.
• Collaboration: Work cross-functionally with sales, professional services, marketing, support, and product teams to deliver a seamless customer experience.

Qualifications:

• 3+ years of experience in a Customer Success Manager, Account Manager, or similar role, ideally in a SaaS environment.
• Bachelor's Degree
• Demonstrated success managing and expanding mid-level accounts.

Preferred Skills:

• Exceptional verbal and written communication skills with the ability to connect with stakeholders across all levels.
• Proven problem-solving and analytical abilities to navigate complex client environments.
• In-depth knowledge of SaaS business models and the customer lifecycle.
• Strong organizational and project management skills with a collaborative mindset.
• Familiarity with Customer Success best practices in enterprise software environments.
• Proficiency in tools like Salesforce/Hubspot.

What Compliancy Group Can Offer You:

• Opportunity to join a proven company with big ambitions and competitive base salary plus bonus potential.
• Extensive in-depth training & on-the-job development
• Rich comprehensive benefits (medical, dental, eyecare, 401K with company match, generous PTO, and more!)
• Join a collaborative, passionate, and driven team dedicated to excellence.

Salary: $75,000

Location: Remote, USA

Please Note - This is an "evergreen" role, which means that applications are accepted on an ongoing basis; there is no application deadline. You may not hear back from us immediately if we do not currently have an open role on our team that matches your skills and experience.

Our team has recently been notified of a phishing scam targeting candidates applying for Compliancy Group's open roles, where scammers have been posing as recruiters in an effort to access candidates' personal information. Please note that any communication from our hiring teams will be sent from a @compliancygroup.com email address and we will only respond to applications submitted through appropriate channels.

Equal Employment Opportunity is a fundamental principle at Compliancy Group, where employment is based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.

Job Type: Full-time, Remote