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Customer Success Associate

4 months ago

Boston, United States Withings Full time

**Must be able to commute 3X per week to the Boston office located at 225 Franklin Street.**

Withings revolutionized connected health by launching the world's first Wi-Fi scale in 2009. Since then, we’ve become known for innovative devices which pair timeless design and advanced sensing capabilities. Our award-winning ecosystem includes the world’s first activity tracking analog wristwatch, an advanced sleep-tracking mat, and medically accurate devices for precise and effortless blood pressure and body temperature monitoring. Our mission is to bring the power of health and activity data into your everyday life, so you can stick around longer for your loved ones.

Today, our products power a diverse and growing set of health programs, centered on disease prevention and promoting healthy habits. From chronic condition management to remote patient monitoring and clinical research, Withings has dedicated solutions that provide the richest array of accurate, real-world data, thanks to our complete ecosystem of connected devices, data connectivity options, and our remote patient monitoring platform. Withings B2B is a very fast-growing division within Withings and we are looking for talented individuals to help us build the future of healthcare.

**As a Customer Success Manager, you will play a pivotal role in supporting our partners who utilize our Health Solution Devices. Reporting to the Team Lead, you will employ strategic customer success techniques and leverage your technical expertise to empower partners, ensure their success with our solutions, and drive account growth. Your role will involve close collaboration with cross-functional teams to address complex challenges, optimize account potential, and align our solutions with our partners' evolving needs.**
- Develop and execute strategic account management plans, identifying growth opportunities and strategies to increase value and adoption of our Health Solution Devices.
- Lead the onboarding process with a strategic approach, ensuring that customers fully understand and effectively utilize our devices to meet their goals.
- Serve as the primary point of contact for partner inquiries, providing advanced technical support and troubleshooting to resolve issues promptly.
- Conduct data-driven reviews with partners, leveraging analytics to offer insights, drive usage, and inform strategic decisions.
- Collaborate with the product team to relay customer feedback and influence the roadmap, ensuring our solutions continuously evolve to meet customer needs.
- Foster relationships with key stakeholders, utilizing your understanding of our ecosystems to provide tailored advice and strategic recommendations.
- Engage in proactive account management to anticipate potential challenges, mitigate churn risks, and secure account growth through strategic engagement and value demonstration.
- Maintain up-to-date knowledge of industry trends, and best practices to position yourself as a trusted advisor and expert in our Health Solutions offerings.

**Requirements**:

- 0-2 Years of client facing experience
- Extensive experience in customer success management, showcasing a strategic orientation towards driving account expansion and enhancing customer satisfaction through sophisticated account management methodologies.
- Strong technical acumen, with the ability to grasp complex products and convey technical information in an accessible manner.
- Excellent strategic planning, project management, and analytical skills, with a track record of using data to inform decisions and drive success.
- Proficiency in CRM (SalesForce) and SaaS analytics tools, with the ability to derive insights from data and translate them into actionable strategies.
- Effective communication and interpersonal skills, capable of building strong relationships and influencing decision-making at all levels.
- Resilience and adaptability in a fast-paced, technology-driven environment, with a commitment to continuous learning and improvement.
- Passion for leveraging technology to improve health outcomes, aligning with Withings' mission to advance preventative healthcare through innovative solutions.

**Benefits**

**As you're making the world a healthier place for others, we strive to make it a healthier place for you**:

- Health Care offerings, including options with no employee paid premiums
- All employees receive One Medical and Talkspace memberships
- 6% retirement plan match (401k)
- Life insurance & disability options at no cost to you
- Competitive Paid Time Off plans (vacation, sick & public holidays)
- Family Leave (Maternity, Paternity)
- Wellness and preventative care reimbursements
- Daily lunch stipends
- Employer funded HSAs
- Healthcare & Dependent Care FSA
- Employer funded commuter FSA
- Bike-to-work benefit
- Own and beta test all of our products
- Flexible hybrid work

Equal Opportunity at Withings

At Withings, we know that diversity, equity and inclusivity are paramount to fost