Customer Success Manager

Boston, MA
United States

Casamba

1 to 50 employees

Company Info

  • Company - Private
  • Agoura Hills, CA
  • Information Technology
  • $1 to $5 million (USD) per year
  • www.casamba.net

Job description

Casamba’s rapid growth and continued success has created the need for a passionate, motivated, customer-focused individual with strong industry, technical and relationship management experience to join our Customer Success organization. This individual will be passionate about driving positive outcomes for our customers and will possess exceptional interpersonal, technical and analytical skills to ensure a healthy depth to the client relationship at all levels and with all internal teams.

The Customer Success Manager (CSM) will ultimately be responsible for customer retention, and prevention of churn. In partnership with the Account Executive, the CSM will work to achieve the end goal of driving up the renewal rate with a strong focus on driving product adoption and product value.  Internally, the CSM will partner with the Customer Success organization and cross-functionally to evangelize our core value of customer obsession and advocacy.

           REQUIREMENTS:

  • Bachelor’s Degree or equivalent and 3+ years relevant work experience, with a proven track record in a customer-facing role.

  • Healthcare and/or Long Term Post-Acute Care (LTPAC) industry knowledge and/or experience preferred.

  • Healthcare technology experience preferred

  • High energy, self-motivated, proactive team player; demonstrated ability to provide innovative ideas to drive customer retention.

  • Strong interpersonal skills and experience building strong internal and external relationships; strong written and verbal communication skills.

  • Diplomacy, tact, and poise under pressure when working through customer issues.

  • Proficient in MS Office Suite, Salesforce or like CRM system.

  • Strong analytical skills - familiar with SaaS, or subscription based software plans based on Monthly Recurring Revenue (MRR)

  • Familiar with contracts and terms of service

    RESPONSIBILITIES:

  • Engage customers to make sure the software stays relevant to their business

  • Proactively manage the customer’s success path

  • Drive adoption from onboarding through advocacy

  • Resolves problems and champions customer wins

  • Fosters relationships with operational leadership and influencers

  • Monitors account metrics (adoption, usage, satisfaction) and escalates at-risk accounts

  • Works cross-functionally to develop campaigns that promote awareness and adoption of software and service offerings (communication management)

  • This is generally a remote or office based position with monthly customer calls as touch points.  On-site activities on an infrequent, as needed basis.

 This is a remote or office based position with minimal travel; 20% on average. 

Company Description

Casamba is dedicated to the development of quality software that assists healthcare organizations in providing quality care to their patients and to establish the Electronic Medical Record. We provide efficient and effective tools for both clinicians and managers to ensure that more time can be dedicated to direct patient care. We lead our industry through innovation, dedication and above all, a relentless focus on execution.

Work location: Boston, MA

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