Customer Success Manager - Remote | Wfh

Join our team as a Customer Success Manager and play a crucial role in ensuring our customers' success and satisfaction! As a key member of our team, you will have the opportunity to make a significant impact on our customers' journey. We are passionate about what we do and are looking for someone who shares our enthusiasm.
Responsibilities
Host warm and welcoming calls with new customers, helping them define their goals, setting expectations, and uncovering their desired outcomes.
Collaborate closely with the sales team to ensure a seamless transition from the sales process to the customer journey.
Coordinate engaging customer training sessions, ensuring our customers quickly experience the value our product offers.
Conduct periodic calls and quarterly business reviews to assess customer progress, identify risks, and provide suggestions for optimization and improvement.
Partner with our team of Medical Device Gurus, who are subject matter experts, to provide exceptional support and expertise to our customers.
Capture customer feedback and product needs, acting as an internal advocate for our customers.
Keep detailed customer health and notes up to date in relevant systems.
Identify and close opportunities for expansion and upselling, maintaining an accurate forecast and pipeline to drive revenue growth within our existing customer base.
Manage the renewal and upsell contracting process, ensuring a smooth and efficient experience.
Embody our core values of quality, innovation, and unwavering support.
Follow established processes and effectively utilize critical systems such as Salesforce and Gainsight.
Collaborate closely with Sales, Product, Marketing, and Finance teams to deliver an exceptional customer experience.
Go the extra mile to surprise and delight our customers, ensuring true quality and unwavering support.
Your Success Will Be Measured By
Achieving excellent net revenue retention and renewal rates within your assigned book of business.
Delivering exceptional customer NPS (Net Promoter Score) ratings for your customers.
Qualifications
At least 2 years of experience as a Customer Success Manager or Account Manager in the SaaS industry.
Proven track record of consistently meeting or exceeding renewal and/or expansion quotas.
Highly organized and detail-oriented, with a strong focus on maintaining accurate customer records in relevant systems.
A collaborative team player who thrives in a remote work environment and can effectively collaborate cross-functionally.
Excellent written and verbal communication skills, able to communicate efficiently and effectively with customers and colleagues through Zoom video conferences, emails, and eventually in person.
A motivated individual who enjoys learning about and staying up to date with a complex and ever-changing industry.
Ability to handle multiple responsibilities and customer needs with grace and efficiency.
Tech-savvy and comfortable working with various SaaS tools.
Proficiency in Zoom, Google Suite, Slack, Gainsight, and/or Salesforce is a plus.
Bachelor's degree or equivalent required.
Benefits You'll Enjoy
Join a supportive team that is passionate about our mission and cares deeply about your success.
Flexible Paid Time Off policy and working hours to help you maintain a healthy work-life balance.
Remote-first culture, allowing you to work from the comfort of your own home.
Home Office stipend upon hire to create a comfortable workspace.
Comprehensive health insurance options, including a 100% company-paid plan for vision, medical, and dental coverage.
401k retirement plan with company match.
Eligibility for our Equity Program (based on role and/or tenure).
Three months of paid maternity leave to support new parents.
Disability insurance to provide financial security in unforeseen circumstances.
Employment Type: Full-Time
Salary: $ 69,867.00 Per Year