[Hiring] Customer Success Manager @Blooming Health

Role Description

The Blooming Health Customer Success team engages our enterprise customers to drive service adoption and demonstrate ongoing value to the customer and to their older adult clients. The Customer Success Manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. You will be involved in all aspects of day-to-day operations, customer support, account management, demonstrating the product to customers, educating customers and more. All team members look to customer success for input across all key decisions.

Customer Pre-boarding & Onboarding

• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Lead successful onboarding of customers on platform by working closely with the operational folks at the client and the product and sales teams at BH
• Train end users: platform users and older adults

Customer Relationship Management

• Become partner and representative of BH to the customer by developing strong relationships with key stakeholders (leadership and operational team members)
• Run and manage biweekly and monthly meetings with stakeholders on some key areas: status of implementation, success of product (walking through KPIs), tech or user issues
• Manage customer risks by proactively working closely with BH leadership team
• Triage and troubleshoot customer issues

Being Customer's Voice

• Become key representative of customers to BH Sales and product team to help influence roadmap by running surveys, and getting on pulse on relationship
• Work closely with customer leadership and operations to intimately understand their needs, business opportunities and ways to strengthen partnership
• Provide insights to customers by getting familiar with health metrics and other KPIs to ensure that they get the most out of the platform with the aim of helping grow our customer base and adoption
• Collaborate with the product and development team on product testing, operations, and troubleshooting

Qualifications

• 2+ years in a Customer Success, Relationship Management, Account Management role
• Experience working with large enterprise customers
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and driving engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Experience working with technology products preferred
• Nice to have: Social Work experience

Requirements

• Bachelor of Science or Engineering
• Experience working with, and managing stakeholders and customers
• A high level of accuracy and attention to detail is required
• Excellent communication and interpersonal skills
• Flexible approach, able to operate effectively with uncertainty and change
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• Strong analytical skills, with the ability to translate data into insights
• Strong PowerPoint/Keynote skills
• Comfort in a startup environment we move quickly and wear many hats in a dynamic environment

Benefits

• Competitive compensation ($65k-$75k base + bonus + equity)
• Health insurance
• 20 days paid time off (PTO), 10 company holidays
• Access to office space in New York and flexibility to work remotely
• A fully loaded Mac Air laptop to set you up for success
• Driven, and passionate team with a culture that values transparency, mutual respect, and collaboration
• Work in an entrepreneurial environment with room for growth
• An exciting opportunity for you to join a fast growing company revolutionizing aging care for millions, including you and your loved ones