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SimpliFed · 17 hours ago

Client Success Manager

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $115K/yr

4+ years exp

SimpliFed is a Maternal Care at Home model focused on exceptional patient experience and strong clinical outcomes. The Customer Success Manager will drive growth and oversee partnerships with external partners, acting as a trusted advisor and ensuring successful onboarding and customer satisfaction.

ConsultingHealth CareParentingTelehealth

No H1B

Responsibilities

Build tracking and management process to assess and drive client activation

Guide new customers through the onboarding process, building workflows, training plans, and relationships with key stakeholders

Develop and deliver training programs and resources to ensure partners are familiar with our model and align to their KPIs

Track utilization rates and troubleshoot as organizations go live

Build strong relationships with partners, becoming their primary point of contact and advocate within the company

Regularly check in with customers to assess satisfaction and identify potential concerns or opportunities for improvement

Serve as a trusted advisor, offering best practices and helping customers align their use of the product with their business goals

Act as a liaison between customers and internal teams (e.g., tech, sales, operations) to resolve customer issues promptly

Work with customers to understand their challenges and needs, and develop solutions to address them

Handle escalated issues and ensure timely resolution, ensuring customer satisfaction

Proactively identify opportunities for upselling or cross-selling additional products or services

Work with customers to understand their evolving needs and ensure they are leveraging the full value of the product

Monitor customer health metrics and take proactive measures to reduce churn and increase retention

Gather customer feedback on product features and usability, and work with the product team to communicate insights

Promote customer success stories and case studies, highlighting key successes and use cases

Advocate for the voice of the customer within the company to help improve the product and service offering

Track customer progress, usage, and outcomes using CRM tools and reporting software

Provide regular status reports to leadership for SimpliFed key performance indicators (KPIs) such as engagement and NPI score

Maintain accurate records of clients, reporting, and inter-company needs

Provide Client Reporting for HEDIS or other outcomes on a regular cadence

Qualification

Customer Success ManagementHealthcare Sales ExperienceCRM Software ProficiencyProblem-Solving SkillsCommunication SkillsOrganizational SkillsTrainingOnboardingTeam CollaborationRelationship BuildingAttention to Detail

Required

4-6 Years experience working directly with Strategic Partners, Health Systems and/or OBGYNs in roles such as Account Management, Healthcare Sales, MSO operations, or Customer Success roles, preferably in healthtech or healthcare with a proven track record of success

Strong communication skills, both written and verbal, with the ability to build relationships, execute new business, and grow accounts

Ability to understand customer needs and translate them into actionable solutions

Experience using CRM software and customer success tools as well as Google Suite, HubSpot, Jira, Confluence, and others

Strong problem-solving skills and the ability to navigate complex issues with customers

Excellent organizational skills and attention to detail

Ability to work independently and as part of a team

Positive attitude with a passion for customer satisfaction and relationship-building

Ability to travel as needed to clients

Valid Drivers License and REAL ID

Applicants must be currently authorized to work in the United States on a full-time basis

Preferred

Bachelor's degree or equivalent experience

Experience working in women's health, health tech, or a provider group

Familiarity with customer success metrics, such as Net Promoter Score (NPS), health plan quality reporting needs such as HEDIS, and healthcare landscape, OBGYN offices and needs

Previous experience in sales, onboarding, training, or client education

Demonstrated ability to succeed in a fast-paced start-up environment