Customer Success Manager

1 month 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 a Customer Success Manager (CSM) on Tennr's Customer Experience team, your goal is to create deliriously happy customers. Achieving this requires more than just great software-that's where you come in. You'll work with our customers, from end users to C-Suite executives, in a role that demands a lot. You'll need to develop a thorough understanding of the Tennr Platform and grasp the nuances of complex healthcare businesses to help customers maximize their use of our product. As a product expert, you'll oversee end-user training while executing client success plans and managing renewals.

As a product expert, you'll oversee end-user training 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 adopt it on an ongoing basis and work to expand their use cases to additional users. You will also 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.
  • Data Fluency: Leverage customer data and analytics to make informed decisions, including tracking key performance indicators (KPIs) related to customer success and using data to identify trends and opportunities.
  • 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.
  • Travel: Up to 25% Travel will be required for on-site implementations around the US for strategic & large accounts.
What You'll Bring
  • Customer-Facing Experience: You have 3+ years of direct customer interaction 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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