Client Success Strategist

2 weeks ago


Little Ferry, New Jersey, United States Swooped Full time
About Our Client

Swooped is dedicated to transforming healthcare by empowering independent practices to deliver modernized care to patients everywhere. Our mission is rooted in compassion and humanity.

Core Values
  • Customer-Centric Approach
  • Simplicity in Solutions
  • Entrepreneurial Spirit
  • Collaboration for Success
  • Celebration of Achievements
Position Overview

As a Customer Success Manager (CSM), you will serve as the primary liaison, offering strategic insights to our clients.

Your main responsibilities will include:

  • Defining key performance indicators
  • Assisting clients in maximizing the use of our platform
  • Overseeing practice workflows
  • Guiding clients in achieving their digital marketing objectives

We seek a proactive problem solver who can identify client challenges, develop effective strategies, and drive results.

Key Responsibilities
  • Engage in strategic outreach to enhance adoption, retention, and revenue for a portfolio of approximately 2,000 accounts.
  • Work collaboratively with team members to ensure all accounts are fully utilizing the application, achieving high NPS and CSAT scores, and minimizing churn.
  • Implement one-to-many initiatives to deliver value and educate clients on new offerings, best practices, and industry insights.
  • Meet quarterly Gross Customer Retention and upsell targets to increase client revenue.
  • Create a tailored plan to achieve personal upsell objectives each quarter.
  • Utilize product and customer insights to customize conversations, ensuring timely resolution of open action items and critical gaps.
  • Partner with Marketing, Product, and other Customer Success teams to evaluate new initiatives and gather ongoing customer feedback for workflow enhancements.
Qualifications
  • Proficient in G-Suite and Salesforce Lightning
  • Enthusiastic about dynamic and fast-paced work environments
  • Self-motivated with a strong initiative
  • Experience managing complex client projects
  • Ability to quickly learn and adapt to new technologies
  • Effective communicator with a knack for simplifying complex issues
Benefits

Alongside comprehensive healthcare benefits, we offer resources to support your mental and physical well-being, including discounts on work-from-home essentials.

Salary Range

$60,000—$75,000 USD



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