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Customer Success Operations Manager

CareMessage

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Customer Service, Sales & Business Development, Operations

Remote

Posted on Friday, February 2, 2024

Join us to Improve Health Equity for 5 Million People!

CareMessage is the Health Equity engine of the United States. Our mission is to leverage technology to improve health equity for people from low socioeconomic backgrounds, with a core focus on the safety-net organizations that serve them best: federally qualified health centers (FQHCs), free and charitable clinics, Indian Health Service (IHS) health facilities and Native American-focused health centers. The CareMessage platform allows healthcare organizations to communicate with patients at scale, prompting patients to action via technology-enabled solutions designed to increase access to care, improve clinical outcomes and address social drivers of health.

Nationally, CareMessage is proud to work with over 400 customers in 43 states. Since 2013, safety-net organizations have leveraged CareMessage to reach over 17 million low-income patients with over 350 million text messages.

Founded in 2012 at Stanford University, CareMessage has raised over $35 million from Google.org, William K. Bowes Jr. Foundation, Pershing Square Foundation, Y Combinator, Schmidt Futures, Twilio.org, Direct Relief, Biogen, and many more.

The CareMessage team is looking for an experienced Customer Success Operations Manager (Gainsight) who is excited about working with an innovative team as we bring mobile technology to underserved patients. In this position you will play a key role in the overall success of our organization by helping customers achieve outcomes and realize value through the use of our platform. You will report to the VP, Customer Success, and you will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing our processes to scale.

Who we are looking for:

You are a self-starter, detail-oriented, agile and you ask the important questions to help you understand the true nature of the problem. You take a collaborative approach to your work and assume good intentions of others. You have a history of successfully driving the execution of a Gainsight-powered customer journey at B2B companies. You lead through influence, and you’re methodical and organized in all you do.

Within one month you'll:

Learn the product inside and out
Understand the market landscape, key players, and how CareMessage differentiates
Understand how the team is organized and any existing processes
Understand how we use Gainsight and Salesforce today
Understand our existing metrics, reports, and processes

Within three months you'll:

Gain an in-depth understanding of our internal teams, customers, product, integrations and competitors
Develop and own the CS Operations roadmap, including working with CS team to map and create needed tools, templates, or playbooks
Identify and track key KPIs related renewals, upsells, and product adoption
Collaboratively drive the execution of company and department OKRs, including ensuring our 1:Many / tech-touch strategy is delivering results
Manage the customer success events, including quality assurance of decks, invites, surveys and engagement tactics

Within six months you'll:

Deliver a cohesive customer success playbook
Collaboratively design ways to reward and replicate health-equity based impact within our customer base
Collaboratively leverage market and industry data to drive continuous improvement of our customer segmentation and customer engagement strategy
Partner on the strategies that will ultimately shape how CS partners with Product, Marketing, and Clinical teams to make a difference in healthcare, such as continuously improving our engagement model with Free & Charitable Clinics

Responsibilities

Report on results and forecasts related to renewals, upsells, referenceability, and product adoption, e.g. through dashboards and presentation
Track leading indicators of renewals and upsells, and analyze them to understand what’s going well and what’s not
Refine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score
Coordinate with CSM and Marketing team to synchronize 1:Many email outreaches with CSM touch points
Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
Identify top candidates for upsell
Coordinate cross-functional processes that help meet renewal and upsell targets, as well as health-equity driven product activation, and deliver on customers’ needs, including processes for CSMs to:Relay customer feedback to the Product team
Align with the Technical Support Analyst and Adoption Manager on how customer leverage self-serve support, LMS, and CommunityProvide feedback to Sales on market/customer feedback to drive the closure of deals
Help the Implementation team overcome any delays in implementationTier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
Provide materials and data that help CSMs and IPMs work more effectively
Drive the full utilization of Gainsight and own the CareMessage Gainsight Playbook

The successful candidate will:

4+ years of experience in Customer Success Operations with at least 2 years as a Gainsight Administrator
Passion for designing processes that scale
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Enjoys “getting their hands dirty” by digging into complex operations
Takes high degree of ownership over their work
Clear communicator with professional presence
Strong listening skills; open to input from other team members and departments
Ability to lead through influence

Working at CareMessage

We take care of our employees by offering competitive salaries and benefits packages. We ensure our team feels cared for so that we, in turn, can help support our safety net organizations and underserved populations.

We compensate fairly and equitably

Flexible work hours; fully remote team

We believe in equal work for equal pay: all team members performing the same role at the same level are paid similarly, regardless of where they are in the world

Paid parental leave for biological and adopted children

We give you time off to thrive

Half-day Fridays, every Friday

18 paid company holidays, including a one week mid-year and one week end-of-year break

9 wellness days to be used for self-care- or anything that comes up in life

15 days of PTO

1-month (20 working days) paid sabbatical after the 4-year anniversary, and every 4 years thereafter

We support your health, wellness, and growth

Generous medical, dental, and vision insurance for employees and their families

Health Savings Accounts and Flexible Spending Accounts

401k retirement plan

Short & long-term disability insurance

$100 per employee yearly wellness budget, with flexibility to spend on physical, emotional, and mental wellness resources

PerkSpot: Instant access to discounts on products & services from hundreds of vendors

Annual budget for professional and personal development (webinars, online courses, books, and more)

Volunteerism incorporated in onboarding and encouraged on an ongoing basis