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Customer Service
Manager, Customer Success
@Videa.ai
[Hiring] Manager, Customer Success @Videa.ai
Mar 27, 2025 - Videa.ai is hiring a remote Manager, Customer Success. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We are seeking a Manager, Customer Success to join our growing team. In this role you will be a player-coach responsible for leading a team of Customer Success Managers who oversee the post-sale customer journey, from clinical onboarding to product adoption, retention, and expansion while also managing a personal book of business.
- Strong leadership skills and the ability to drive team performance
- Maintain strong relationships with key clients to ensure customer satisfaction, retention, and growth
- Responsible for day-to-day team management, mentorship, coaching, and operational execution
- Directly manage some customer accounts to ensure their success with VideaHealth
- Ensure the team delivers exceptional customer outcomes and fosters strong relationships with key stakeholders
- Drive platform engagement and growth
Key Responsibilities
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Team Management
- Lead a team of Customer Success Managers (CSMs), providing guidance, mentorship, coaching, and support to ensure they meet performance goals
- Hire and onboard new CSM team members
- Conduct regular one-on-one meetings to assess performance, provide feedback, and develop career growth plans
- Drive operational efficiency within the team by developing and refining customer success processes, playbooks, and tools
- Foster a positive, customer-obsessed team culture that aligns with company values and promotes continuous learning
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Customer Relationship Management
- Manage a personal portfolio of customer accounts, serving as a trusted advisor and ensuring their long-term success
- Develop strong relationships with key customer stakeholders to ensure the successful adoption and ongoing utilization of the VideaAI platform
- Proactively monitor account health, identify risks, and work cross-functionally with Product, Support, Engineering and Sales teams to mitigate issues
- Own the client relationship, partnering with the Sales and Implementation teams, to drive client satisfaction
- Champion the voice of the customer for the clients you manage and the Customer Success team by advocating internally to influence product roadmap and drive customer-centric solutions
-
Operational Responsibilities
- Drive the Customer Success team to hit all product adoption KPIs
- Track and analyze key adoption metrics providing key insights to enhance customer engagement strategies
- Lead efforts to continuously improve customer engagement strategies, onboarding processes, playbooks and renewal forecasting models
- Ensure the team is effectively leveraging CRM (HubSpot) and data analytics tools (Tableau) to deliver proactive, insights-driven account management
- Work closely with Sales, Product, and Marketing teams to refine the customer journey and to align strategies for customer growth, retention, and feedback loops
Qualifications
- 6+ years in a customer success role, with 2+ years experience in a leadership role managing CSMs
- Proven track record of managing enterprise customers, driving product adoption, retention, and exceeding revenue goals
- Experience leading and scaling customer success teams, with strong people management, coaching and development skills
- SaaS and startup experience, with the ability to navigate fast-paced, evolving environments
- Strong strategic thinking and ability to translate data insights into actionable strategies
- Exceptional communication and executive presence, with the ability to influence internal and external stakeholders
- Background in dental, DSO, healthcare, digital therapeutics, or digital healthcare industries is a plus
- Ability to manage multiple priorities, operate with high autonomy, and drive outcomes in a dynamic setting
- Willingness to travel as needed
Benefits
- Fast paced and collaborative work culture in which you can gain experience, grow your technical skills and work on a wide variety of challenges over your time with us
- Competitive pay, equity and benefits
- Agile organization where being senior translates to being a mentor and role model for others
- Technical challenges on the leading edge of innovation where software and machine learning are utilized
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 27, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
