Customer Success Manager

Verifiable is a provider credentialing and network monitoring platform for healthcare organizations. The Customer Success Manager manages customer relationships to drive adoption, satisfaction, retention, renewals, and growth, partnering with Product, Support, and Sales to help customers realize value.

Responsibilities:

• Proactively manage customer relationships from implementation hand-off through renewal and beyond
• Drive world-class customer retention by establishing a trusted advisor relationship that drives strong product adoption, value delivery and creates customer advocates
• Develop an in-depth understanding of each customer’s business goals, initiatives, and use cases to support their business objectives based on these use cases
• Develop advanced product knowledge of Verifiable’s suite of products and advise on product best practices and techniques to drive adoption and customer ROI
• Lead Quarterly Business Reviews to demonstrate ROI to executive-level stakeholders, align on current and upcoming business objectives, and share key product updates to drive greater customer value
• Proactively assess customer risk and barriers to value realization. Play a leading role to diagnose causes of customer challenges, create risk mitigation plans and guide the execution of customer recovery plans
• Support renewals through regular quarterly account reviews and business planning
• Collect customer product requests and contribute to Verifiable’s development process
• Provide ongoing recommendations and serve as the voice of the customer to internal teams
• Contribute to internal growth initiatives for the CSM and other teams
• Take ownership of the customer relationship, data hygiene reflecting the relationship, and communicating needs to internal stakeholders

Requirements:

• 3+ years of experience in a customer success or account management role
• preferably in an enterprise SaaS environment
• Ability to thrive in a fast moving, rapidly transforming  environment
• Ability to prioritize work, self serve, and manage large volume of customers
• Proven track record interacting and partnering with C-level, VP, and Director level clients
• Solid understanding of technical concepts to provide high-level guidance with implementation and solutions
• Strong knowledge of Salesforce, including custom configurations and integrations preferred
• Outstanding interpersonal skills with a broad range of external and internal teams
• Ability to communicate effectively via phone, web conference, and in writing
• Bachelor's degree in a related field or equivalent years of proven experience required
• A strong sense of ownership and demonstrated history driving outstanding customer outcomes