Customer Success Manager
4 weeks ago
Pear Suite's innovative care navigation platform empowers healthcare professionals to collect, visualize, and act on social determinants of health data, enabling healthcare entities and community-based organizations to meet the social needs of their community in a culturally sensitive, person-centered way.
About the RoleJob Title: Customer Success Manager
Type: Full-Time
Pay: $70,000 - $85,000 per year
Location: Hybrid - Remote in California
Reports To: Lead Sr. Customer Success Manager
We are seeking a dedicated, proactive, and community-oriented Customer Success Manager to join our dynamic team. This role is ideal for an individual with a strong background in community health work, care navigation, and SaaS software implementation and account management, who is passionate about ensuring client satisfaction and success.
As a Customer Success Manager, you will play a crucial role in guiding our clients through the implementation and optimization of our platform, fostering strong relationships, and driving customer engagement and retention.
Prior working knowledge of community-based practices will ensure success in this role.
Key Responsibilities & Duties- Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
- Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
- Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
- Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
- Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
- Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
- Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
- Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.
- Proven experience in SaaS software implementation, account management, and platform configuration.
- Background in community health work is a plus.
- Strong problem-solving skills and ability to handle complex client issues effectively.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Proficiency in relevant software tools and platforms, including CRM systems.
- Bilingual English/Spanish preferred.
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