Enterprise Customer Success Manager

3 weeks ago

New York, United States Tennr Full time
About Tennr:

Today, 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 Andreesen Horowitz, Foundation Capital, The New Normal Fund, and other top investors.

What you will be doing
  • Be a Tennr expert and deliver an excellent customer experience for our enterprise customers.
  • Focus on expanding usage and adoption in order to drive retention, account expansion, and ultimately revenue growth and customer lifetime value.
  • Partner with executive stakeholders to understand the unique business needs and goals of our customers and create joint success plans that outline the strategies and timelines for achieving these goals.
  • Foster customer advocacy and facilitate customer testimonials, referrals, and case studies.
  • Get users using Tennr. Be that annoying friend, and help them fall in love with Tennr.
  • Identify, improve, and lead all aspects of the health status of each of your customers.
  • Make Tennr better. Collaborate closely with sales, product, engineering and implementations to make sure we're solving this monstrous problem the right way.
  • Analyze data and use playbooks to drive and track performance against customer's KPIs, ensuring that we're matching all adoption levers to their priorities and frequently reporting on progress to internal and external stakeholders.
  • Participate in internal initiatives that inform the future of the Customer Success program at Tennr such as codifying best practices, guides, and FAQs.
What you will need to succeed
  • 5+ years of proven enterprise customer success or consulting experience, with account ARR ranging from ~$500k to multi-million ARR and a track record of attaining targets.
  • Proven experience working with and influencing key decision makers (VP level and above decision makers).
  • Demonstrable experience working on complex, cross-functional projects.
  • Detail-oriented mindset with a focus on continuous improvement and operational excellence.
  • You're a self-starter with an entrepreneurial mindset.
  • You thrive in an unstructured start-up environment (lack of process does not frustrate you).
  • Willing to travel as needed.

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