Customer Success Manager

The organization is the ultimate insurance billing platform for eye care providers. Combining instant eligibility and benefit verifications, patient responsibility calculation, claims management, payment posting, and more, this team’s all-in-one revenue cycle management solution is designed to save providers time and money, and free doctors to deliver the best care for their patients. The mission is to simplify insurance, and the approach is working: over 2,000 eye care professionals rely on this program to manage their insurance billing.Founded in 2014, the organization is the largest and fastest-growing insurance billing platform for eye care providers in America and processes hundreds of millions of dollars each year.About the Opportunity:As a SaaS platform, the business model depends on building and sustaining long-term relationships. Customer Success Managers (CSMs) at this team act as frontline faces and voices of the organization and are entrusted to represent core values. As a Customer Success Manager, you will be responsible for ensuring the adoption, engagement, and health of your book of business. You will work directly with client accounts to manage the relationship and strategically retain and grow revenue. Customers are small to mid-sized doctors’ offices and the team is looking for a member who will enthusiastically engage with Optometrists, Opticians, Office Managers, and Practice Owners to ensure their success in using the program.You are expected to effectively work your way through lists of contacts using tools like Hubspot, Zoom, Slack, G-suite, and more. All tools and training necessary to speak confidently about the business and all the product knowledge necessary to answer questions confidently and competently will be provided.The organization has set its sights on massive growth, and expects everyone who joins the team to be in a position to grow with it.What the Organization is Looking For:• Proven background in maintaining a healthy book of business• Success in a high-growth environment and adaptable to change• Strong communication, negotiating, and interpersonal skills, with the ability to navigate conflict and foster transparent dialogue• Clear and precise communication• Uses good judgment in customer-facing interactions• Ability to work under pressure• Strong attention to detail• Tech-savvy• Ability to effectively manage multiple priorities while working in a fast-paced environment• A track record of building you’re excited to help create processes and strategies to build a world-class Customer Success OrganizationWhat You Will Do:• Manage a large book of business you are not intimidated by 250+ accounts• Manage the self-contained training program and check in on new customers to be sure they are hitting internal time-to-value metrics• Deliver and communicate ROI for clients throughout the customer lifecycle• Ensure client satisfaction, balance customer expectations, and negotiate successful resolutions• Interpret user key health indicators to drive and improve product utilization and adoption• Identify growth opportunities within an account and own renewal conversations• Influence a positive, solution-centric, and results-driven partnership with customers to ensure that they achieve their desired outcome on the platform• Quarterback experiences by various cross-functional teams at the organization on behalf of the customer• Solicit positive feedback, company reviews, and referrals from happy customers• Attend conferences and trade shows (occasionally as needed)Preferred:• Experience working at a SaaS startup• Experience in healthcare technology• Knowledge of insurance/medical terminology• Familiarity with EHR/PM systems that are prevalent in OptometryThe organization offers employees:Industry leading compensation including salary and equity ownershipMacBook, monitor, and all the technologies you need to succeedMedical and Dental Insurance401kFast paced startup environmentRemote first companyThe organization is an equal opportunity employer and values diversity at the company. No discrimination on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.