Catena

Customer Success Manager

Catena

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Job Level

Junior

About the role

  • Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
  • Understand clients' business goals, challenges, and needs through regular discovery and consultation
  • Act as strategic partner offering proactive solutions aligned with client objectives
  • Communicate regularly with clients via email, phone, video conferences, and other channels
  • Provide guidance on how clients can best utilize solutions to meet their specific needs
  • Build rapport and ensure clients feel valued, supported, and heard throughout their journey
  • Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally
  • Assist new clients during onboarding, ensuring smooth implementation and setup
  • Provide education and training on product features, benefits, and best practices
  • Conduct product training sessions to ensure clients are proficient in using offerings
  • Guide clients through initial setup with clarity about services, procedures, and expectations
  • Facilitate enrollment and verify that all documentation is accurate and complete
  • Monitor early adoption patterns and provide proactive support during critical first 90 days
  • Ensure clients achieve early wins and understand value proposition clearly
  • Monitor and analyze client usage data to identify trends, opportunities, and potential issues
  • Identify opportunities for upselling or cross-selling additional products or services
  • Collaborate with sales teams to explore potential growth avenues and expansion opportunities
  • Track and report key performance metrics related to client success and engagement
  • Present business reviews showcasing ROI, usage insights, and recommendations
  • Drive account expansion through strategic consultation and value demonstration
  • Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
  • Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
  • Ensure timely and satisfactory issue resolution to maintain client satisfaction
  • Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
  • Work cross-functionally to address client needs and remove barriers to success
  • Advocate for clients internally, ensuring their voice influences product and process decisions
  • Maintain up-to-date client interaction records in CRM and management systems
  • Gather client feedback to help improve products, services, and internal processes
  • Create and maintain reports on client success metrics and KPIs
  • Identify opportunities to improve internal workflows and contribute to operational efficiency
  • Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality
  • Document best practices, success stories, and lessons learned for team knowledge sharing

Requirements

  • Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments)
  • Client Focus: Proven ability to build and maintain strong relationships with clients and stakeholders
  • Communication: Exceptional written and verbal communication skills with compassionate, professional approach
  • Strategic Thinking: Ability to understand client business goals and provide strategic guidance
  • Problem-Solving: Strong analytical and conflict-resolution abilities with proactive mindset
  • Organization: Exceptional organizational skills and attention to detail with ability to manage multiple accounts
  • Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software
  • Remote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently
  • Data-Driven: Comfortable analyzing usage data and metrics to inform decisions
  • Adaptability: High adaptability in fast-paced, technology-driven environments
Benefits
  • Competitive Salary: Based on experience and skills
  • Remote Work: Fully remote — work from anywhere
  • Generous PTO: In accordance with company policy
  • Direct Mentorship: Access to global industry leaders
  • Learning & Development: Continuous growth resources
  • Global Networking: Work with international teams
  • Health Coverage (Philippines only): HMO after 3 months (full-time)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementdata analysisproblem-solvingstrategic guidancetrainingupsellingcross-sellingworkflow optimizationcompliance
Soft Skills
relationship buildingcommunicationorganizationadaptabilityanalytical thinkingconflict resolutionself-motivationattention to detailproactive mindsetclient advocacy