Customer Success Associate
CipherHealth
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Drive retention across your portfolio of small and mid-market healthcare customers by building strong relationships, monitoring account health, and proactively mitigating risks. Ensure each customer achieves measurable outcomes and continued value from CipherHealth’s solutions through consistent engagement and follow-through.
- Own and manage relationships with mid-market healthcare customers, serving as their primary strategic advisor and ensuring success and satisfaction with CipherHealth solutions.
- Partner with Senior Customer Success Managers to support the success of 1–2 enterprise accounts, contributing insights and operational assistance.
- Collaborate with the Customer Success Operations team to execute low-touch/digital-touch strategies, leveraging automation tools and data insights to scale personalized outreach.
- Drive adoption of CipherHealth solutions by understanding customer needs, offering consultative, tailored guidance rooted in best practices, and proactively addressing challenges.
- Facilitate strategic discussions with key stakeholders, using a data-driven approach to reinforce the value of our solutions and ensure alignment with customers’ long-term goals.
- Represent the voice of the customer within CipherHealth, providing actionable feedback to product and development teams to influence the product roadmap.
- Monitor account health and utilization data to identify trends, mitigate risks, and uncover opportunities for growth.
- Collaborate with internal teams to promptly and effectively resolve customer issues, ensuring a seamless and positive experience.
- Track and report on key performance indicators (KPIs), including customer satisfaction, product usage, and retention rates, to inform strategy and improve processes.
Requirements
- Bachelor’s Degree in Business, Health Management, Public Health or related major, or comparable education and work experience
- 1-3 years of experience in a B2B client management role in healthcare software or technology, or similar experience in healthcare consulting or professional services
- Experience with SaaS technology and customer success strategies, especially digital engagement models, preferred.
- Strong analytical skills, with the ability to derive actionable insights and craft compelling stories from data.
- Exceptional communication skills, able to explain technical concepts clearly and concisely to non-technical audiences.
- Proven ability to build strong relationships with diverse stakeholders, demonstrating diplomacy, confidence, and patience.
- Proficiency with CRM platforms (Salesforce, Gainsight, Gong, etc.) and familiarity with healthcare software, EMRs, and business intelligence tools.
- Self-starter mentality, highly organized, and effective in prioritizing tasks under tight deadlines.
- Solid understanding of healthcare industry practices, regulations, and operations.
- Proactive problem-solving skills with a customer-focused mindset.
- Up to 10% travel may be required.
Benefits
- Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
- HSA/FSA plans
- Short and Long-Term Disability
- Life and Personal Accident Insurance
- $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
- Employee Assistance Program (EAP)
- Adoption Assistance
- 401(k) at three months of employment — with a match upon enrollment!
- Discretionary PTO + 13 paid holidays
- Competitive paid parental leave and flexible return to work policy
- Generous Employee Referral Program - earn cash for each employee referral that is hired
- Yearly Cipher-versary stipend
- Ci-Phives - receive public kudos and gift cards from peers and managers
- CARE2 Values
- Bi-Weekly All Hands Meetings
- Employee Resource Groups such as Rainbow Room and BIPOC Group
- Lunch & Learns and robust onboarding / training programs
- Remote-first team: $50 per month reimbursement in your check for WFH expenses
- You’ll receive a new Macbook laptop, other hardware, and company swag upon hire
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B client managementcustomer success strategiesdigital engagement modelsanalytical skillsdata-driven approachproblem-solving skillscustomer satisfactionproduct usageretention rates
Soft skills
communication skillsrelationship buildingdiplomacyconfidencepatienceself-starter mentalityorganizational skillsprioritizationcustomer-focused mindset