Customer Success Manager, SMB

Customer Success Manager, SMB

Wayne, Pennsylvania, United States

As a Customer Success Manager on our SMB Team, you are responsible for cultivating and maintaining strong relationships with our small and medium-sized customers. This is a visible role with internal and external Executive Team interactions. You will nurture and sustain doctor and staff relationships in assigned accounts to optimize the customer's plan and drive company value proposition throughout the customer's organization.

This position will work closely with Sales, Product, Operations, Marketing, and Executive Leadership teams.

This role offers a base salary of $75,000, a variable compensation of $25,000, and company equity.

We are currently prioritizing candidates located within a commutable distance to our office located in Chesterbrook, PA to work in a hybrid environment.

The Day-to-Day

You will be responsible for strategy development, execution, and results of assigned SMB accounts. This includes (but is not limited to):

• Analyze customers' activity and work with them to ensure they are leveraging our solutions effectively and finding value in our products and services.
• Engage in the initial onboarding of new customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime.
• Become an expert in the resources available to our customers and educate them on the use and benefits of our products.
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer engagement and reduces churn.
• Perform Corporate Business Reviews with the customer's executive team, understand the customer's goals, develop and align programs to drive adoption, plan growth, and renewals, resolve issues with the help of the Product Support team, and expand our use within the customer's organization.
• Develop metrics, processes, and best practices to ensure customers are realizing the greatest possible value from a partnership with Membersy.
• Use usage patterns to gain insights, provide guidance, and increase customer satisfaction and adoption.
• Serve as the primary interface to manage and resolve any critical situations.
• Collaborate cross-functionally to share customer insights that inform additional product and service sales opportunities.
• Be a customer advocate while capturing critical feedback.
• Manage customer retention/renewals and drive revenue through increased product adoption and increased usage.

To Be Successful

Do these things sound like you? Yes? Good — you're well on your way to being a successful Customer Success Manager with us!

• Starting with the obvious: you are PASSIONATE! (Seriously, you must LOVE what you do!)
• 5+ years of experience in a customer-facing role, such as Customer Success, Customer Support, or Account Management
• Previous experience in customer service for a software product or other related field
• Possess exceptional client management and communications skills.
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base.
• Outstanding multi-task task management skills across a varied set of responsibilities
• Confident, high energy, self-motivated, and a true team player
• Ability to build credibility and trust by understanding and addressing customer requirements.
• Ability to develop and maintain strategic relationships with the customer's executive management team. Develop and execute strategic plans/initiatives that drive adoption, new member enrollments, and revenue growth activities within assigned customer accounts.
• And you have a bachelor's degree in Business, History, Cooking (actually, that could be incredibly useful) … anything.

To Thrive

We're an entrepreneurial, creative, and passionate group — and if these things sound like you, you won't just fit in. You'll thrive with us.

• Self-starter with the ability to "figure it out" but not afraid to ask questions.
• You possess strong communication skills, a positive attitude, and a passion for helping customers.
• Dental Experience is a plus.
• Experience with Salesforce is a plus.
• No stranger to playing hard and working harder while treating others with respect and dignity.

Our Advantage

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