Job Description: Customer Success Manager
Position: Customer Success Manager
Location: USA Remote
About SimpliFed:
SimpliFed is a Maternal Care at Home model powered by our Maternal Health Operating System, centered on exceptional patient experience while driving strong clinical outcomes and reducing cost. We specialize in lactation and baby feeding support as well as high risk condition monitoring for hypertension, maternal mental health, social drivers, and gestational diabetes. Our providers engage with patients early and our care navigators guide patients through the entire maternal episode of care, offering 24x7 support via our secure virtual platform.
Position Overview:
The Customer Success Manager (CSM) is responsible for driving growth and overseeing partnerships with external partners. The CSM acts as a trusted advisor to clients, developing clinical workflows in conjunction with SimpliFed SMEs, overseeing data integrations, and training and launching new partners across the country. This role involves working closely with partner leadership, tech teams, and executives to launch SimpliFed’s core offerings, and build strong, long-term relationships while also collaborating internally with sales, product, and support teams. This person will oversee day to day needs of health systems and health plans, and be the point person for any new initiatives, implementations, and more. This role will report to the VP of Customer success and will work cross functionally day to day.
Key Responsibilities:
- Customer Activation, Onboarding and Adoption:
- Build tracking and management process to assess and drive client activation
- Guide new customers through the onboarding process, building workflows, training plans, and relationships with key stakeholders.
- Develop and deliver training programs and resources to ensure partners are familiar with our model and align to their KPIs.
- Track utilization rates and troubleshoot as organizations go live.
- Relationship Management:
- Build strong relationships with partners, becoming their primary point of contact and advocate within the company.
- Regularly check in with customers to assess satisfaction and identify potential concerns or opportunities for improvement.
- Serve as a trusted advisor, offering best practices and helping customers align their use of the product with their business goals.
- Problem Solving and Support:
- Act as a liaison between customers and internal teams (e.g., tech, sales, operations) to resolve customer issues promptly.
- Work with customers to understand their challenges and needs, and develop solutions to address them.
- Handle escalated issues and ensure timely resolution, ensuring customer satisfaction.
- Customer Retention and Growth:
- Proactively identify opportunities for upselling or cross-selling additional products or services.
- Work with customers to understand their evolving needs and ensure they are leveraging the full value of the product.
- Monitor customer health metrics and take proactive measures to reduce churn and increase retention.
- Customer Feedback and Advocacy:
- Gather customer feedback on product features and usability, and work with the product team to communicate insights.
- Promote customer success stories and case studies, highlighting key successes and use cases.
- Advocate for the voice of the customer within the company to help improve the product and service offering.
- Reporting and Documentation:
- Track customer progress, usage, and outcomes using CRM tools and reporting software.
- Provide regular status reports to leadership for SimpliFed key performance indicators (KPIs) such as engagement and NPI score.
- Maintain accurate records of clients, reporting, and inter-company needs.
- Provide Client Reporting for HEDIS or other outcomes on a regular cadence
Required Skills and Qualifications:
- 4-6 Years experience working directly with Strategic Partners, Health Systems and/or OBGYNs in roles such as Account Management, Healthcare Sales, MSO operations, or Customer Success roles, preferably in healthtech or healthcare with a proven track record of success
- Strong communication skills, both written and verbal, with the ability to build relationships, execute new business, and grow accounts
- Ability to understand customer needs and translate them into actionable solutions.
- Experience using CRM software and customer success tools as well as Google Suite, HubSpot, Jira, Confluence, and others.
- Strong problem-solving skills and the ability to navigate complex issues with customers.
- Excellent organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Positive attitude with a passion for customer satisfaction and relationship-building.
- Ability to travel as needed to clients
- Valid Drivers License and REAL ID
- Applicants must be currently authorized to work in the United States on a full-time basis
Preferred Qualifications:
- Bachelor’s degree or equivalent experience.
- Experience working in women’s health, health tech, or a provider group
- Familiarity with customer success metrics, such as Net Promoter Score (NPS), health plan quality reporting needs such as HEDIS, and healthcare landscape, OBGYN offices and needs.
- Previous experience in sales, onboarding, training, or client education.
- Demonstrated ability to succeed in a fast-paced start-up environment
About you:
- Aligned with SimpliFed’s mission.
- A systems thinker - we live in a connected healthcare ecosystem connected to technology, policies, organizations and so much more
- A posture towards execution - a true operator willing to both develop the strategy and execute it.
- A professional who also prioritizes their own personal needs to excel and thrive.
- Ability to work remotely and communicate asynchronously via slack and email, along with thriving in virtual meetings.
- Does not suffer in silence: willingness to give it a shot but then reach out for help as needed and not waiting too long.
- Leans into items they are uncomfortable with, not avoid it.
- Defers to safe and secure always to protect SimpliFed’s customers.
- High personal integrity to always do the right thing for the families that we are honored to serve.
- Respect and high tolerance for bureaucracy, along with an optimistic perspective on how to operate within the bureaucratic “rules” and the healthcare regulatory environment
- Ability to work in a fast paced, team environment.
Compensation: Base Salary range of $100,000-115,000 based on experience
SimpliFed is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
