Customer Success Manager

Home Care Pulse (HCP), a SaaS leader in the post-acute healthcare market, just opened a seat on our team for a Customer Success Manager to support our growth.

First, a bit about HCP. Founded in 2008 with a vision to improve the outcomes for patients by delivering high quality online training for post-acute and residential living providers, now we have grown to 250+ team members, 3.2k+ clients while improving the care of 1M+ patients. Our Care Intelligence Platform offers employee engagement, continuing education and training, employee and patient satisfaction surveys, and reputation management tools designed to help providers become the best employer and care provider in their area—and make sure everyone knows about it.

What sets HCP apart are three things:

• We are in a high-growth market segment. HCP operates in one of the fastest-growing segments in the healthcare industry. The demand for post-acute care is reaching unprecedented levels, driven by the fact that 10,000 US adults are turning 65 every day. As a result, there is a crucial need for HCP to scale its operations to effectively serve this rapidly expanding market.
• Our teammates. Working with healthcare providers attracts empathic team members who are driven to serve and want to see their performance having an impact on the lives of others. This creates a cool culture of highly motivated team members that are collaborative, want to win as a team and celebrate their successes together.
• Private equity backed. In an economy that is slowing down it is not uncommon to read each day that more and more companies are laying off employees. The exact opposite is happening at HCP! We are backed by Cressey and Company with over 40+ years of experience focused only on the healthcare space with a tremendous track record of partnering with leadership teams for success. We are fueled to grow and have big plans to accelerate our growth within the next 5 years.

As a Customer Success Manager, you are responsible for ensuring HCP customers are consistently successful with their subscription. A result of these efforts should be a high retention rate of Monthly Recurring Revenue (MRR), identification of contract expansion opportunities as well as customers willing to participate in promotional projects such as case studies and testimonials. Customers will see you as an advisor they can trust not only in relation to HCP but in improving their business approach overall.

Your charter has several components:

• Meet and exceed retention, contract expansion and overall customer satisfaction goals with assigned Strategic customers
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of HCP products and services
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving these goals
• Partner with the Director of Customer Success to define and optimize processes to help the customer base and continually build on the success of the Customer Success department
• Assist Sales team with high value prospects in final stages of the sales process to increase conversion rates and provide a seamless experience to new customers
• Manage account setup and onboarding for all assigned customers
• Conduct scheduled business reviews for all assigned customers at regular intervals. This may require travel to visit the customer at their location
• Provide additional training, resources, and support to assigned customers by responding to all inbound requests from our website, telephone, email, or other campaigns
• Proactively connect with assigned customers that show signs of possible subscription cancellation or downgrade and work with them to reduce that risk
• Work with assigned customers that communicate their intent to cancel or downgrade their subscription to understand why they would like to cancel or downgrade and if possible, seek to retain them
• Identify upselling and/or marketing opportunities and provide leads to the appropriate team
• Maintain detailed knowledge and documentation of all assigned customers in the Customer Relationship Management (CRM) system to provide relevant and valuable recommendations unique to each customer.
• Maintain expert level knowledge on product features, advantages, benefits, pricing, contract details and selling points for effective communication
• Partner with other departments to ensure customer needs are met
• Develop relevant knowledge and skills, and perform other related duties as assigned

Required Experience/Skills

• Bachelor's degree in Business Administration, Communications, Marketing or related field, or any equivalent combination of experience and training that provides the required knowledge, skills and abilities
• Minimum 3+ years of experience working in a professional environment, preferably in customer service
• Previous experience in Customer Success or equivalent history in increasing customer satisfaction, adoption, and retention
• Ability to navigate in an Enterprise organization structure to manage and build relationships at an Executive level.
• Self-starter with demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks
• Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods
• Proven experience ensuring the customer perspective is a driving force behind business decisions and activities
• Excellent problem solving and creative thinking skills
• Proven track record of delivering measurable results
• Excellent verbal and written communication skills in a professional environment
• Strong collaboration and teambuilding skills
• Excellent, time management, organizational and planning skills
• Ability to multi-task and adapt to a fast-paced environment
• Knowledge of and/or experience with a CRM tool preferred
• Software-as-a-Service (SaaS) experience with customer service preferred
• Experience with screen share software preferred

Computer Skills

• To perform this job successfully, an individual should have knowledge of computers/software and Microsoft Office Suite, including: Word, Excel, PowerPoint, and Outlook