Customer Success Manager

CUSTOMER SUCCESS MANAGER

Job Summary

Are you ready to pioneer a pivotal function in the healthcare industry? We invite you to be the trailblazer CRC needs. We are seeking a highly motivated and experienced Customer Success Manager to establish and lead this critical function at CRC, the fastest-growing post-acute specialty physicians group in the country. This isn’t just any role; it’s an opportunity to lay the groundwork for our Customer Success function and, over time, to scale and build a robust team that will revolutionize the way clinical and rehabilitation programs are delivered in skilled nursing facilities (SNFs).

At CRC, we believe in challenging the status quo, pushing boundaries, and finding imaginative solutions to meet the evolving needs of our industry. As a Great Place to Work-certified organization, we prioritize not only the success of our business but also the well-being and professional growth of our employees. With a competitive benefits package, flexible scheduling for work-life balance, and a supportive work environment, we are committed to creating an exceptional workplace experience.

Why CRC

• Trailblazers in Healthcare: Join a team that is at the forefront of transforming healthcare delivery. CRC's specialized providers are revolutionizing clinical and rehabilitation programs in SNFs, driving better patient outcomes and improving lives.
• Empowered Solutions: Partner with a team equipped with innovative and specialized solutions that truly make a difference. You'll have the opportunity to work closely with SNFs, ensuring they benefit from unparalleled advancements in clinical care and rehabilitation programs in an ever-evolving healthcare landscape.
• Endless Growth Potential: As the inaugural Customer Success Manager, you have the unique opportunity to define, shape, and build a crucial function from the ground up. With CRC's rapid growth, you will be able to lead, mentor, and develop a team as the company expands.

Your Role

As the first Customer Success Manager at CRC, you will be the linchpin ensuring the seamless integration and ongoing success of our services within SNFs. With your expertise in understanding client needs, you will play the role of a quarterback by effectively coordinating with and directing our internal teams to ensure client satisfaction. Your relationship building skills will be invaluable in fortifying partnerships, both with new and existing SNF facilities, ensuring their satisfaction and continued use of CRC’s offerings.

As the function grows, your leadership will be essential in mentoring new team members, scaling processes, and ensuring a transformative impact on healthcare delivery.

Your responsibilities will encompass:

• Strategic Coordination: Seamlessly partner with our internal teams, including business development, recruiting, onboarding, and clinical operations, to ensure a cohesive and curated approach to delivering optimal results for each SNF.
• Continuous Engagement & Feedback: Schedule regular check-ins with SNFs to review service performance, share detailed analytics and outcomes, gather insights, and serve as their primary point of contact particularly through the early stages of our partnership.
• Issue Resolution: Act as the go-to contact for any challenges or concerns that may arise, coordinating internally to ensure swift resolutions and maintaining trust.
• Relationship Stewardship: Cultivate and nurture strong bonds with SNFs, ensuring their satisfaction, addressing concerns, and fostering long-term partnerships.
• Cross-Selling: Proactively introduce SNFs to CRC's diverse range of services, including post-discharge care coordination and our nascent psychiatry offerings, ensuring they can fully benefit from our suite of solutions.

Requirements

• Creativity: Generate imaginative and innovative solutions that meet the needs of the SNFs. Approach each customer situation in unique ways while utilizing effective tools.
• Tenacity: Show persistence and determination to achieve objectives and stay committed to a plan of action until the desired outcome is attained.
• Resilience: Remain effective in situations, even in the face of challenges or setbacks. Utilize both positive and negative outcomes as motivation to work towards personal and team goals.
• Experience: Minimum of 2 years of experience in post-acute healthcare (SNF), with some experience in a management position.
• Presentation and Communication Skills: Excellent presentation, negotiation, and communication skills targeted towards a C-level audience. Strong organizational skills and attention to detail are also necessary.
• Self-Motivation: Ability to work with minimum supervision and remain self-motivated in achieving objectives.
• Education: Bachelor's degree (BA/BS) preferred
• Travel: Willingness to travel up to 25% throughout the United States.

Benefits

• Comprehensive health insurance, including medical, vision, and dental coverage.
• Generous paid time off, including personal and sick leave, as well as holidays.
• Highly competitive salary and a generous bonus structure.
• 401(k) plan for retirement savings.
• Apple equipment provided.
• Flexible scheduling to promote work-life balance.
• Quarterly team offsites (e.g., white water rafting in the Smokies).

Join us and become part of a team that is building tomorrow's healthcare landscape. At CRC, we value passion, innovation, and a commitment to excellence. Together, let's make a lasting impact on the lives of patients, caregivers, and the entire healthcare industry.

Job Type: Full-time

Pay: $70,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Do you have experience working with SNFs ?
• How many years of experience do you have working with clinical providers?

Ability to Relocate:

• Chicago, IL: Relocate before starting work (Required)

Work Location: In person