Customer Success Manager

2 months 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.

About the role:

As a Customer Success Manager (CSM) on Tennr's Customer Experience team the name of the game is deliriously happy customers. To make those customers happy it takes more than great software. That's where you come in. To work with our customers, from end users to C-Suite executives. This role is a lot. It requires developing a thorough understanding of the Tennr Platform AND understanding the nuances of complicated healthcare businesses to help customers get the most out of our product. You will have to be a product expert, oversee end user training while also executing client success plans and managing renewals.

A proven track record of building and maintaining deep, lasting relationships with customers is essential. A love of technology and solving problems even moreso. You will be addressing technical and complex issues while creating excitement and loyalty with Tennr's customers, so ideally you like technical and complex issues - both human and technical

What you will be doing:
  • Be a Tennr expert and deliver an excellent customer experience for our 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.
Qualifications:
  • 3+ years of B2B client-facing experience with a SaaS product.
  • Demonstrable ability to take ownership and accountability, and act on client objectives in a technical environment.
  • Strong written and verbal communication skills including the ability to communicate technical language to non-technical customers.
  • You have experience leading meetings with executive sponsors which may include product training, QBRs, and on-site workshops.
  • You thrive in an unstructured start-up environment (lack of process does not frustrate you)
  • You're a self-starter with an entrepreneurial mindset.
  • Experience with American healthcare tech is a plus.

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