Manager, Customer Success – Scribe
ModMed
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
About the role
- Design and execute strategies to optimize the customer success journey.
- Drive outcomes aimed at reducing churn, increasing revenue, and optimizing customer experience.
- Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures.
- Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention.
- Ensure that we are accurately forecasting at-risk customers.
- Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency.
- Work with Operational teams to plan, staff, and budget resources for our Customer Success team.
- Inspire customer-centricity across Modernizing Medicine.
- Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey.
- Work with client teams to identify and mitigate risks and ensure 100% customer satisfaction.
Requirements
- Bachelor's Degree required.
- 2-3 years of experience leading a Customer Success team at a SaaS company or equivalent combination of experience and education
- Understanding of basic SaaS and value drivers in recurring revenue business models.
- Create and enforce a culture of accountability to drive client outcomes within customer success.
- Strong empathy for customers with the drive to impact revenue and growth.
- Enthusiastic and creative leader with the ability to inspire and motivate others.
- Modify and evolve onboarding and training programs to develop staff competencies.
- Excellent communication skills both written and verbal, strong public speaking skills are a plus.
- Working knowledge of Salesforce and/or Gainsight is a plus.
- Motivated - we are a growing and ever-changing organization that is transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successSaaSKPI managementforecastingonboardingtraining program developmentrisk mitigationrevenue optimizationgrowth strategieschurn reduction
Soft Skills
empathyleadershipcommunicationpublic speakingmotivationcollaborationcoachinginspirationcreativityaccountability
Certifications
Bachelor's Degree