Customer Success Manager

HealthSnap (healthsnap.io) empowers patients and their physicians to improve health outcomes using an innovative platform for modern, proactive patient care.  We help healthcare organizations easily manage chronic conditions remotely, and deliver personalized patient experiences when it's needed most.

Be part of an organization built on teamwork, innovation, mutual respect, and equity for all. We believe in the power of prevention over treatment, after our co-founders experienced how modern healthcare failed their loved ones, they knew there had to be a better way. We believe that every patient deserves to receive the right care, at the right time, and in the right location - regardless of their condition or status. 

We lead with empathy above all else, and place the patient at the center of everything we do. Working at HealthSnap means being part of a family and a team where if you win, we all win, no matter how big or small the accomplishment. We take ownership - and lead with empathy - and expect each employee to recognize that real patients rely on HealthSnap every day.

As pioneers of the next generation of healthcare, we are seeking an seasoned and affable candidate for our Customer Success team to directly impact our  customers through HealthSnap’s remote care solutions.

You will join a completely remote team, and support our innovative, meaningful brand while working from anywhere.

Be part of a department and an organization built on teamwork, innovation, mutual respect, and equity for all.

Position Description

HealthSnap is looking for an ambitious Customer Success Manager to proactively and reactively drive retention and expansion of our customers. As a Customer Success Manager, you will work with customers at all stages of the customer journey - from implementation through go-live as they deploy and adopt the HealthSnap RPM(Remote Patient Monitoring) and other Care Management programs.

As the main point of contact, you will demonstrate HealthSnap’s value to our customers by identifying business objectives and aligning HealthSnap’s capabilities with your customer’s goals and objectives. Working closely with all teams across HealthSnap, you will own customer relationships, user adoption, customer advocacy and more to ensure the retention and growth of our customers.

 Responsibilities include

• Deploy, configure and design functional workflows for entities with various locations/regions and/or specialities. 
• Lead remote and onsite workflow sessions to develop an understanding of client-current state processes and familiarize clients with HealthSnap.
• Ability to effectively communicate at all levels of the organization; including executive and c-level executives. 
• Drive adoption and utilization of HealthSnap features, functions and services within assigned accounts through a proactive focus on increasing customer health and ensuring that customers are working toward achieving their desired outcomes;
• Collaborate with Sales, Product, Support, Patient Operations, and other internal HealthSnap teams to facilitate seamless customer/patient on-boarding, ensuring a smooth ‘go-live’ and overall positive experience as the customer begins their journey
• Sustain business growth by helping clients fully maximizing patient eligibility requirements to increase value
• Host periodic calls and quarterly business reviews (QBRs) to examine customer progress toward milestones, identify risk factors, and suggest areas of optimization and improvement
• Lead ongoing product trainings for clients on new features and functionality
• Handle and resolve client request, needs, and complaints quickly and positively
• Consistently update customer health and notes in relevant systems
• Minimize client churn through exceptional service and experiences
• Communicate client feedback and requests that aid in product design and development
• Be a product expert and understand the platform inside and out
• Leverage the knowledge of the platform to make impactful and strategic suggestions to clients on how to better leverage our solution
• Identify and close opportunities for expansion and upsell
• Embody the company’s core values of lead with empathy, have an entrepreneur mindset, be agile and embrace change, and have an attitude of gratitude

Qualifications

• Bachelor's degree- preferred
• 5+ years of experience in Customer Success Role and/or Project Management- required
• Experience managing large enterprise customers
• Proven expertise in the Healthcare industry
• Demonstrated experience working with mid and high--tier customers, ideally $100k+ annual contract value
• History of working closely with senior stakeholders within the HealthCare environment
• Ability to build value-based customer relationships, show strong empathy for customers and show a passion for revenue and growth
• Strong communication and presentation skills
• Adaptable in the midst of a rapid-change, rapid-growth startup environment
• Great team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• Proficient user of Zoom, Google suite, Slack, Zoho, and/or Salesforce a plus 

ALL MUST be included for your application to be considered:

• CV/Resume
• Cover Letter

Exemption status

Exempt

Compensation Detail

Education, experience and tenure may be considered along with internal equity when job offers are extended. 

Benefits

HealthSnap offers a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Paid Time off, Career Advancement Opportunities, and the Ability to Work Remotely. 

We embrace diversity and are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. No matter your background, your orientation, or your identity expression, if you are passionate about improving the future of healthcare through lifestyle change, we want to hear from you!