Customer Success Manager

We are currently seeking a Customer Success Manager for one of our clients in the digital health industry. This client is known for their work in advancing the health of the U.S. population by integrating behavioral science with data science into their innovative software solutions.

Company Overview

Founded in 2017, this pioneering software technology company is committed to advancing community health. Their cutting-edge platform is utilized by major national and regional health plans. It empowers health organizations to break down psychological barriers affecting their members, especially in critical medical areas like Cancer Screening and Medication Management.

Following significant progress, which includes forming partnerships with several Top-10 US health insurance companies and managing millions of lives, the company is set for an ambitious expansion. Their aim is to scale operations and establish themselves as a leading entity in the U.S. health insurance market.

Position Overview

As a Customer Success Manager (CSM), you will be instrumental in nurturing and enhancing our customer relationships. Your responsibilities will include understanding and meeting customer needs, demonstrating the value of our software solutions, and exploring ways to maximize customer investment returns.

Key Responsibilities

- Establish and nurture customer relationships, ensuring their satisfaction and loyalty.

- Oversee customer deployment and onboarding processes.

- Develop robust relationships across various levels within the customer organization.

- Interpret solution outcomes, providing valuable insights and additional value to customers.

- Identify and propose new solutions and activities that MedOrion can offer.

- Manage potential risks and issues to maintain high customer satisfaction.

- Continually seek opportunities to enhance the customer success experience.

- Collaborate with R&D and product teams to align customer feedback with product improvements.

- Develop and optimize processes for the Customer Success team.

Requirements:

• A Master’s or PhD in Behavioral Sciences is highly advantageous, especially with a focus on behavioral research in healthcare.
• Proven experience as a Customer Success Manager or similar role, preferably in the healthcare or tech industry.
• Excellent communication and interpersonal skills, with the ability to engage and build rapport with clients at all levels.
• Strong analytical skills to understand and interpret customer data, driving insightful business decisions.
• Ability to identify customer needs and challenges, offering effective solutions and support.
• Proactive and independent, with a strong sense of responsibility and commitment to customer satisfaction.
• Familiarity with customer success metrics and an understanding of how to use them to guide strategy.
• Fluency in English; additional language skills are a plus.