Customer Success Manager

AlayaCare is a fast-growing SaaS company focused on transforming home healthcare through its cloud-based platform. The Customer Success Manager will be responsible for managing strategic plans for large customers, enhancing client retention and satisfaction, and driving account growth while serving as a key touchpoint for enterprise organizations.

Responsibilities:

• Define the client journey by setting expectations for key milestones and ROI set in the sales cycle
• Establish trusted advisor relationships with customer Executive team, developing an ‘influencer’ relationship, while working with internal teams to deliver a best-in-class customer experience
• Maintain and actively manage a healthy client portfolio, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes
• Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks
• Address any escalated customer issues with speed and urgency, coordinating internal stakeholders
• Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates
• Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators
• Help drive new business and reduce churn and building referenceable clients
• Drive account growth outcomes through identifying expansion plays - upsell opportunities
• Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health

Requirements:

• 5+ years in a customer-facing role dealing with mid market or larger accounts in a customer success or account manager role
• 3+ years of SaaS experience or experience working with post-acute software solutions
• Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations
• Ability to anticipate needs, innovate, and flourish in a fast-paced environment
• Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data
• Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales, Consulting) to improve growth efficiency and net dollar retention
• Collaborative team player with exceptional relationship and interpersonal skills
• Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty