What are the responsibilities and job description for the Customer Success Manager position at DearDoc?
How you will contribute:
The role of the Customer Success Manager is paramount to the success of DearDoc as a whole. As the bridge between our customers and our product, the Customer Success Manager is key in soliciting feedback from our customers about our products and platform. You will be the Voice of the Customer (VoC) to bring feedback to DearDoc. The Customer Success Manager will work directly with client accounts to manage the relationship and strategically grow revenue. Our customers are comprised of small to mid-sized private practices and you will be instrumental in their success on the DearDoc platform. You will also work cross-functionally with multiple departments across the organization to provide top-tier service and ensure customer satisfaction. Renewals are paramount to any SaaS company’s success and the work you will do as a CSM is hypercritical to the longevity of the organization. Your diverse experience will contribute to our collaborative environment and finding success not only as an individual but as a team.
Skills you’ll bring:
- Minimum of 1-2 year experience in a customer success or account management role
- Proven ability to manage a large book of business - you are not intimidated by 100 accounts
- Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities - you’re not afraid to advocate for DearDoc products and sell additional tools/products to help our practices accomplish their business needs!
- Success in a high-growth environment and adaptable to change
- Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
- Experience collaborating with various internal teams to push projects through completion in a timely manner
- Manage customer renewals conversations
- Meet and exceed Book of Business net churn goals
- Drive customer advocacy with reviews, testimonials, and case studies
- Strong project management with a strict attention to detail
- Deep customer empathy and emotional intelligence
- Keen eye for opportunities to increase revenue
- Impeccable attention to detail to perform the highest quality of work
- Great interdepartmental communication skills
- Understanding of customer experience with a product
- Resilient and hardworking (GRIT)
- A positive, polite, confident, sincere and friendly disposition
- The ability to solve problems & to think dynamically
- Adaptability – we’re growing and evolving, and the rocket ship is about to take off
- Ability to think differently
- Team Player
In Your First 90 days You Will:
Interact cross-functionally with internal teams to understand how key functions work together and influence your role. You will master growth strategy calls and performance reviews with clients. Refine skills to probe and respond appropriately to customer requests. Have full accountability in managing 100 accounts while achieving your upsell quota, maintaining renewal and churn rates, communicating with clients on a regular basis while driving customer outcomes along with product adoption, and ensuring customer satisfaction though NPS.
What Perks do You Receive:
- Generous Compensation Plans
- Gym Memberships
- Happy Hours
- Great Medical, Dental, and Vision Insurance Packages
- Unlimited Paid Time Off
- Team Night Out
- 401K Match
- CitiBike Membership
- And Much More
