Customer Success Representative

Job Details

Job Location:

Activated Insights - Idaho Office - Rexburg,

Position Type:
Full Time

About Us

Activated Insights, a Software-as-a
- Service (“SaaS”) leader in long-term and post-acute care, has opened a new Customer Success Representative seat to support our company’s growth and operational efficiency.

Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.

What Sets Activated Insights Apart:

• We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long-term care to address the fastest growing segment of the US population.
• Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.
• A high performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.
• Backed by a private investment firm with 40+ years of experience forging lasting partnerships across the healthcare industry.

Why Is This Role So Special?

The Customer Success Specialist plays a critical role in ensuring customers gain maximum value from our products and services. By building strong relationships and understanding each customer’s unique needs, you will help drive adoption, satisfaction, and long-term retention. This role involves onboarding new clients, providing ongoing support and education, and proactively identifying ways to enhance their experience. The ideal candidate will be an excellent communicator, empathetic listener, and strategic problem-solver who is passionate about helping customers succeed and contributing to the overall growth and success of the company.

About the Role

As a Customer Success Specialist you will manage a portfolio of SMB customers, building strong relationships and driving their success with our solutions. You will proactively engage customers at key journey points to ensure satisfaction, adoption, and retention while identifying opportunities for growth and value delivery.

Key Responsibilities & Commitments:

Customer Relationship Management

• Proactively engage customers at key journey points to drive satisfaction, adoption, and retention
• Build trust and rapport with clients, minimizing churn and managing cancellations from start to finish
• Serve as the main point of contact for assigned customers

Communication & Documentation

• Communicate clearly and professionally with customers across channels
• Maintain accurate, timely documentation of all interactions following internal procedures

Value Delivery & Product Education

• Host monthly webinars and workshops to showcase product value
• Provide ongoing product training and support tailored to customer needs
• Identify opportunities to improve customer experience and share feedback with internal teams

Performance & Metrics

Your performance will be evaluated based on:

• Net Promoter Score (NPS)
• Net Dollar Retention (NDR)
• Customer Health Score trends and improvements
• Customer retention and churn prevention efforts
• Customers saved
• % of re-engagement of stale accounts
• QBRs conducted and feedback collected
• Number of expansion opportunities identified
• CRM documentation accuracy and completeness
• Process adherence and industry insights

Collaboration

• Work collaboratively within the CS team to streamline workflows and optimize customer outcomes
• Share knowledge and support peers to create a unified, high-performing team

Product & Industry Knowledge

• Stay up…