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Enterprise Customer Success Manager

2 months ago

New York, New York, United States RepeatMD Full time

About Us:

We are a Team on a Mission to help our clients transform their patients' lives. Our technology combines the power of rewards, patient financing, and ecommerce into our client's own mobile app. Enabling our small business owners the power to drive revenue 24/7/365 while also providing a best in class patient experience for their customers. We are the first of our kind MedcommerceTM technology.

RepeatMD: we brought our technology to market by August 2021. Just one year after our inception we established product market fit, won multiple awards, and closed our Seed Round. By 2023 we grew to over 100 employees with locations in Houston and NY, and closed our Series A. In the first half of 2024 we surpassed 3000 clients, 1 million users and we're now one of the most popular shopping apps in the world. We're just getting started. If you're a customer obsessed high performer looking for a new team we'd love to hear from you. Apply now to be a part of what we build next.


About You:

As an Enterprise Customer Success Manager, you specialize in forging strong partnerships with our key clients. Your focus is on aligning our SaaS solutions with their business goals, ensuring they derive maximum value. From seamless onboarding to strategic account planning, you will drive adoption and satisfaction, advocating for their needs within our organization. Proactively resolving issues and enhancing product usage, you committed to fostering long-term success and growth for our clients.

About The Role:

The Enterprise Customer Success Manager (CSM) is responsible for building and maintaining strong relationships with the company's largest and most strategic clients. This role requires a deep understanding of the client's business objectives and the ability to align the company's SaaS solutions to help achieve those goals. The Enterprise CSM will act as a trusted advisor, ensuring clients receive maximum value from the product and driving long-term customer loyalty and satisfaction.

What you will own:

  • Client Relationship Management: Develop and maintain deep, strategic relationships with enterprise clients, acting as their main point of contact and trusted advisor.
  • Onboarding and Training: Oversee the onboarding process for new enterprise clients, ensuring a smooth transition and comprehensive training on the company's products and services. Depending on client expectations, Enterprise CSM may also be required to travel to client for launch events and other required in-person activities
  • Client Advocacy: Serve as the voice of the client within the company, advocating for their needs and working with internal teams to ensure client requirements are met.
  • Strategic Planning: Develop and execute account plans that align with the client's business objectives and drive maximum value from the company's solutions.
  • Regular occurring cadences with clients including Staff training, QBRs, etc.
  • Usage and Adoption: Monitor client usage data and provide insights and recommendations to drive product adoption and ensure clients are leveraging the full potential of the company's solutions.
  • Renewals and Upsells: Manage the renewal process, ensuring high retention rates and identifying opportunities for upselling additional products and services.
  • Issue Resolution: Proactively identify and address potential issues before they become problems, ensuring timely resolution and maintaining client satisfaction.
  • Performance Metrics: Track and report on key performance metrics outlined below
  • Client Feedback: Gather and analyze client feedback to identify areas for improvement and collaborate with Product and Engineering teams to enhance the product offering.
  • Best Practices: Share industry best practices with clients to help them optimize their use of the company's solutions and achieve their business goals.

Requirements:

  • Previous experience in customer success, account management, or a related customer-facing role, particularly with enterprise-level clients.
  • A solid understanding of SaaS or technology solutions and familiarity with the enterprise market.
  • Ability to build and maintain strong, strategic relationships with clients, acting as a trusted advisor.
  • Excellent communication skills, both verbal and written, to effectively engage with clients and internal teams.
  • Strong analytical and problem-solving skills to identify client needs and resolve issues promptly.
  • Ability to develop and execute strategic account plans aligned with client objectives.
  • Dedication to advocating for customer needs within the organization and ensuring client satisfaction.
  • Proficiency in managing multiple client accounts, prioritizing tasks, and meeting deadlines.
  • Experience collaborating cross-functionally with sales, product, and support teams to drive customer success.
  • Understanding of performance metrics and ability to track, analyze, and report on key success indicators.
  • Willingness to stay updated on industry trends and best practices in customer success.

We offer competitive compensation, comprehensive benefits, and the opportunity to work with a talented and passionate team that is dedicated to transforming the medical aesthetics industry. If you are a self-starter with a passion for helping clients succeed, we encourage you to apply for this exciting opportunity.

What we offer:

  • Competitive salary
  • Employee Bonus Plan
  • Medical, Dental, Vision, and 401k through Justworks
  • Stock options
  • Unlimited PTO
  • Parental leave; (12-weeks maternity and 4-weeks paternity leave) because we know that being a parent is the most important job you'll ever have.
  • Annual performance reviews
  • Training and development programs
  • Pet friendly office filled with snacks
  • Hybrid work model

This will be a hybrid role for anyone living in NYC

Please Note: Scams are likely, we will only email you from our domain

The total compensation range for this position in the United States is $100,000 to $120,000. The total compensation package for this position includes benefits and/or other applicable incentive compensation plans. Compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.


RepeatMD is an Equal Opportunity Employer. We highly value diversity of thought and experience at our company and encourage people of all backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.