Client Success Manager Jobs

We are looking for an experienced, resourceful, tech-savvy, and compassionate Client Success Manager to join our growing team.

At Braid, we believe access to medical expertise should be universal.

As a team, we're committed to

• Making sure our impact on patients, providers, nurses, technicians, and support staff is positive and measurable
• Pushing for transparency in our relationships with each other, our customers, and our investors
• Investing in each other's growth, both professionally and personally
• Ensuring privacy and security are always top of mind

About The Role: This is a full-time role that can be held remotely in the United States or Canada.

Objectives:

• Promote client satisfaction through exemplary customer service and problem resolution.
• Proactively anticipate your accounts’ needs by analyzing trends.
• Build and maintain strong, long-lasting client relationships.
• Act as a trusted strategic advisor for key decision-makers across your assigned accounts.

Responsibilities

Reporting to the Director of Customer Success, you will:

• Lead discussions with customer stakeholders to identify new business opportunities
• Act as post-sales lead, surfacing customer needs and goals while identifying overlap with Braid Product roadmap and capabilities
• Maintain up-to-date account information in our CRMs (clinical contacts, upcoming renewals, integrations, etc.)
• Be your account’s advocate during internal Braid discussions
• Generate progress reports for clients and senior leaders within the organization
• Partner with implementation managers to understand account particularities, establish delivery timelines and ensure successful rollout
• Prepare and present QBRs based on client tier
• Work closely with the technical support team to maintain a global understanding of your accounts’ technical difficulties and identify product and/or training gaps

Qualifications & Expectations

• 3+ years of experience as a strategic partner for healthcare accounts
• Track record of superior customer service.
• 3+ years of experience navigating the clinic environment (primary care, urgent care, dental office)
• 3+ years of Account Management experience supporting SAAS, medical, dental, or B2B software.
• Demonstrated problem-solving skills by gathering information and using judgment that is consistent with the company’s standards, best practices and policies.
• Confidence to work independently, take initiative, and complete tasks.
• Ability to juggle multiple competing tasks and demands with the appropriate sense of urgency.
• Excellent verbal and written communication skills.
• Experience with Google Suite, Salesforce (or similar CRM), Notion and Slack is an asset

Benefits & Perks

• Unlimited PTO
• Medical, Dental, & Vision
• We are a small team. Your input, opinions, and ideas will shape our day-to-day and impact who we become.
• 100% Remote

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