Marketing Project Manager
Manychat
Customer Success Manager, Mid-Market
Heidi Health
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $70,000 - $90,000 per year
Job Level
JuniorMid-Level
About the role
- Own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi.
- Own customer outcomes: Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value.
- Lead onboarding & training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
- Track and improve metrics along customer journey like time-to-first-value and early activation.
- Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
- Enhance Retention & Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
- Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
- Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.
- Resolve operational blockers by collaborating with product, engineering, and support teams to ensure a smooth customer experience.
- Feedback insights: Gather and share insights to influence product development and feature prioritisation.
- Improve Process & Playbook development to refine and scale customer success playbooks, frameworks and collateral.
- Stay ahead of trends in digital health and customer success to continuously inform your customer strategies.
Requirements
- 2-3 Years in a customer facing role, healthcare ideal but not required.
- Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
- Self-motivated, with a bias for action and unafraid to get your hands dirty to solve a wide range of shifting challenges and priorities.
- You’ll need to be impeccably sharp, omnitalented and humble.
- You’ll bear the existential weight of the company as much as the founders & early employees.
- If you’re the right fit - you’ll love every moment of it.
- You’re looking for uncapped growth. You don't want to be limited by yearly promotion programs and the general lameness of the corporate world. Your ability to win defines the gradient of your growth.
- You studied Math/Physics/Chem/Eng or another analytical field of study.
- Obsessed with operations, scalability and efficiency.
- You’ve got a doer’s mentality - find a problem, own it, fix it.
- Strong intuition, creativity and common sense to lead complex projects.
