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