Customer Success Manager, Small Group

Role Overview

This position focuses on engaging, retaining, and expanding small to medium-sized healthcare practices through data-driven and AI-assisted low-touch engagement tactics.

Key Responsibilities

• Implement and refine scalable strategies to drive growth, retention, and adoption of product features among small group accounts by using multi-channel digital communication and personalized outreach.
• Utilize customer health dashboards and AI-generated analytics to proactively identify high-risk accounts or new growth opportunities, taking appropriate actions to mitigate risk or capitalize on expansion potential.
• Act as the main liaison for customer inquiries, responding promptly to routine issues and routing complex concerns to specialized teams efficiently.
• Manage and grow a sales pipeline through the identification and pursuit of upsell and cross-sell opportunities, leveraging digital nudges and targeted messaging to promote new functionalities.
• Oversee contract renewal processes to maximize retention by continuously demonstrating the value of the product portfolio.
• Develop proficiency and actively apply CRM software, campaign management platforms, and AI tools to streamline customer lifecycle management and enhance team productivity.
• Track and analyze key performance indicators like retention rate, expansion percentage, and adoption statistics to evaluate campaign success and customer engagement efforts.
• Maintain a portfolio comprising 300 to 500 customers with an annual recurring revenue between $4 million and $6 million.

Candidate Requirements

• At least two years’ experience in customer success or customer-facing sales roles within healthcare SaaS or revenue cycle management platforms.
• A genuine interest in healthcare technology, digital health innovations, or healthcare operations.
• A strong commitment to assisting clients to reach their objectives.
• Excellent communication skills, both written and verbal.
• Demonstrated flexibility, eagerness to learn, and customer-centric empathy.
• Familiarity or enthusiasm to work with CRM systems such as Salesforce or HubSpot and digital campaign tools.
• Readiness to adapt to AI technologies for enhancing lifecycle engagement.
• Ability to effectively promote new features and upgrades via campaign-based approaches and digital triggers.

Preferred Qualifications

• Experience or knowledge of healthcare workflows, patient or provider interactions, and electronic health record systems is advantageous.

Performance Metrics

Success will be measured by indicators including retention rate, expansion rate, proactive engagement percentage, product adoption levels, and achievement of set quotas.

Compensation and Work Environment

The salary range for this role is between $80,000 and $105,000 annually in USD, complemented by variable compensation components.

The company prides itself on fostering a diverse and inclusive workspace and is committed to equal opportunity employment that embraces diversity across various dimensions such as race, gender identity, and veteran status. Compliance with all relevant employment and anti-discrimination laws is maintained, supporting a strong culture that assists independent primary care practices to succeed.