Enterprise Customer Success Manager

5 days ago

New York, United States Tennr Full time
About Tennr:

When you go to your doctor and need to be referred to a specialist (e.g., for sleep apnea), your doctor sends a fax (yes, in 2024, 90% of provider-provider communication is a 1980s fax). These are often converted into 20+ page PDFs, with handwritten (doctor's handwriting) notes, in thousands of different formats. The problem is so complex that a person has to read it, type it up, and manually enter your information. Tennr built RaeLLM™ (7B-trained on 3M+ documents) to read these docs, talk to your doc to ensure nothing is missed, and text you to help schedule your appointment so you can get better, faster.

Tennr is a NYC-based tech company that launched out of Y-Combinator and is backed by Lightspeed Venture Partners, Andreessen Horowitz, Foundation Capital, The New Normal Fund, and other top investors.

About the Role

As an Enterprise Customer Success Manager (CSM) on Tennr's Customer Experience team, your goal is to create deliriously happy customers. This isn't your typical CSM role-you'll be a true advisor to our largest customers, deeply understanding their businesses and guiding them from onboarding through ongoing adoption of Tennr. This role demands a lot You'll work closely with our customers (from end users to C-suite) to master the specific nuances and complexities of their healthcare businesses.

As a product expert, you'll oversee end-user training and adoption while executing client success plans and managing renewals. To be successful, you'll need a proven track record of building and maintaining deep, lasting relationships with customers. Even more crucial is a love for technology and problem-solving. You'll tackle technical and complex issues while fostering excitement and loyalty among Tennr's customers.

What You'll Do
  • Your Customer's Trusted Advisor: Maintain regular communication with key stakeholders, providing consistent updates on project statuses, host trainings & education, and communicate issues in a timely manner to ensure alignment and manage expectations.
  • Collaborate Cross-functionally: Collaborate with Engagement Managers, Solutions Architects and Sales to strategize on account plans and ensure the Customer is deliriously happy with their experience at Tennr.
  • Ongoing Strategy and Adoption: Once your customers are fully onboarded and learn Tennr, you will ensure they continue to engage in feedback of the Platform and ongoing usage. You will maintain a strong relationship with them, understanding their changing business needs and ensuring Tennr is adapting to those needs throughout our partnership.
  • Impact Our Product Roadmap: Meaningfully shape our future product: As you engage with customers, you'll gain insights to help us serve them better - and work with product to inform what we do next.
  • Renewal and Expansion: As a result of your hard work getting your customers so much value out of Tennr, you will help with renewals and expansion with their plans to ensure we continue to solve their biggest growth needs year after year.
  • Build New Programs: You will have the opportunity to partner with the Head of CX to build new programs for our Enterprise customers as different needs arise. This is a great opportunity for someone who is passionate about working directly with customers every day, but also enjoys building new processes and teams from 0.5 to 100.
  • Data Fluency: Beyond general data fluency, specify experience with enterprise-level KPIs like time-to-value, adoption rates across large organizations, and multi-department coordination.
  • Travel: Up to 40% Travel will be required for on-site trainings & strategy meetings around the US for strategic & large accounts.
What You'll Bring
  • Enterprise Customer-Facing Experience: You have 5+ years of working with enterprise customers managing large-scale accounts ($500k to multi-million ARR) and complex organizational structures. Ideal experience will be in roles such as customer success, consulting, project management, program management, or implementation consulting.
  • Customer Value Obsessed and Revenue Minded: You're comfortable discussing upsells/expansions, always prioritizing the customer's best interests.
  • Domain Expertise: You're well-versed in B2B SaaS and software implementations. Experience in American healthcare operations or top-tier healthcare consulting is a significant advantage.
  • Startup Work Ethic: You thrive in a fast-paced, unstructured environment, maintaining strong urgency and accountability even without established processes. You show an eager appetite for learning and take initiative to grow your skills and expertise.

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