Customer Success Manager
2 weeks ago
NexHealth is a healthcare technology company that aims to accelerate innovation in the industry. Our mission is to connect patients, doctors, and developers, and we're doing this by automating the integration with health record systems.
We're a fast-paced, high-growth SaaS environment that's looking for a talented individual to join our team as a Customer Success Lead. As a key member of our Retention team, you'll be responsible for owning the day-to-day management of the team, including career conversations, growth opportunities, and personnel-related decisions.
Key Responsibilities- Own the SMB retention and churn outcomes, leading efforts to mitigate customer concerns, reduce churn, and enhance overall customer satisfaction and retention.
- Develop and implement proactive outreach campaigns to increase customer adoption, convert monthly customers to annual contracts, and improve overall customer engagement and success.
- Work closely with other departments, including product, marketing, and sales, to ensure alignment and support for customer success initiatives.
- Ensure the team meets and exceeds core KPIs such as Retention and Churn Rate, SMB NRR, CSAT, NPS, and SLAs, through effective management and continuous improvement processes.
- Minimum of 5 years in customer success or a similar role within a fast-paced, high-growth SaaS environment, with at least 2 years in a leadership position.
- Demonstrated ability to think from the customer's perspective, prioritizing their needs and solving their problems effectively.
- Strong track record in managing and developing a team, with a focus on career growth, performance management, and fostering a positive, high-performance culture.
- Excellent analytical skills with the ability to track and improve KPIs such as Retention, Churn Rate, NRR, CSAT, NPS, and SLAs.
- Solve the customer's problems, not yours.
- Do the things others are not willing to do.
- Take ownership.
- Say what's on your mind, with positive intent.
- Default trust.
- Think in first principles.
- Competitive salary plus equity.
- Commuter benefits.
- 401K.
- Full Medical, Dental and Vision.
- Unlimited PTO.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email address].
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