Remo

Customer Success Manager

• Guide families through the onboarding process for care delivery, ensuring they feel supported from day one.
• Provide product support through phone calls and emails, with potential rotating weekend coverage.
• Address questions or concerns from dyads and follow up or escalate to appropriate teams.
• Provide dyad feedback to Clinical, Product and Growth teams to help develop improvements to member experience.
• Create informational materials for members as needed.
• Clearly communicate who we are, what we do and how we help dyads.
• Help dyads enroll on our platform: communicate sign-up process, schedule initial visits, accurately document information in Electronic Medical Record.
• Build strong rapport and trust with dyads, delivering an experience of “Unreasonable Hospitality”.
• Follow scripts while authentically connecting to dyads and families.
• Stay accountable against monthly enrollment targets.

Customer Success Specialist, Bilingual English and Spanish