[Hiring] Customer Success Associate @Turquoise

Role Description

The Customer Success Associate (CSA) role is a critical position within the Turquoise Health Customer Success team, designed to prepare team members for advancement to the Customer Success Manager (CSM) role. CSAs are involved in key areas that bridge customer support with strategic account management, and lead projects which ensure that customers receive value while engaging with the Turquoise Health platform and product suite. This role serves as the foundation for developing the competencies required to be successful in the CSM role at Turquoise Health, including:

• Strategic account management
• Revenue forecasting
• Customer engagement
• Effective communication
• Retention strategy

To be successful in this role, it is recommended that you have prior customer success experience with customers in the life sciences field (e.g. pharmaceuticals, medical devices), and have fluency with claims, coverage, and billing data. Additional consideration will be given to candidates with experience in Market Access, Contracting & Pricing, or Field Reimbursement roles. As a baseline, we are looking for candidates to have a general knowledge of supporting customers in the SaaS space.

We strongly encourage BIPOC, people with disabilities, and LGBTQIA+ folks to apply for any open roles of interest. Building a truly diverse team is a challenge that we do not shy away from. Healthcare affects all people differently, but it significantly affects those in underserved communities. With a robust, diverse team, we are stronger and better equipped to change the future of healthcare for all.

Responsibilities

• Account Planning: Assist Customer Success team in developing and executing strategic account plans that enhance customer engagement and retention. Participate in the formulation of these plans to understand the strategic elements deeply.
• Customer Engagement: Gradually assume more direct customer responsibilities, from ownership of meetings and follow-ups to addressing customer queries and training on new features.
• Operational Excellence: Support all phases of the post-sales customer lifecycle, including onboarding, renewals, and ongoing account management. Take ownership of operational tasks to develop a robust understanding of day-to-day customer success operations.
• Strategic Support: Participate in key projects critical to the team’s success, and present findings and recommendations to leadership, demonstrating both strategic thinking and effective communication skills.
• Customer Advocacy: Act as a liaison between customers and internal teams (Engineering, Product, Sales, Operations) to communicate customer needs and feedback. Engage in problem-solving that enhances product value and customer satisfaction.
• Risk Management: Proactively identify and communicate potential customer churn risks and collaborate with the team to devise preventative strategies.
• Professional Development: Engage in learning and development opportunities to prepare for the CSM role. This includes shadowing current CSMs, participating in customer meetings, and undergoing formal training programs.

Qualifications

• Bachelor’s Degree in Business, Healthcare Management, or related experience
• At least 3 years of experience in a customer-facing role within life sciences (e.g. pharmaceuticals, medical devices), SaaS, or consulting
• Strong foundation in customer success principles, technologies, and processes
• Proven ability to work collaboratively across various teams and communicate effectively with diverse stakeholders
• Demonstrated proactive problem-solving skills with a strong commitment to customer satisfaction
• Effective ability to convey ideas and information clearly, concisely, and persuasively to a variety of audiences
• Highly motivated individual with a desire to grow professionally

Requirements

• Competitive pay with equity options
• Stellar health care plan options (Medical, Dental & Vision), with FSA, DCFSA, & HSA options
• Company-sponsored disability & life insurance
• Unlimited PTO
• 401(k) + 4% Matching
• Fully remote work + flexible working hours
• $750 work-from-home setup budget
• Paid quarterly in-person co-working weeks
• Quarterly $150 co-hanging stipend to meet up with coworkers
• Monthly $100 health and wellness benefit
• Generous paid family leave