Customer Success Manager
CareMessage
Administration
Remote
Posted on Tuesday, June 25, 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 a Customer Success Manager 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. We are seeking a dynamic individual who has proven Customer Success experience with increasing product adoption, reducing churn, and turning customers into product champions in the healthcare market. You understand core CSM functions, are responsive to your customers and are proactive about renewals and driving value.
Who we are looking for:
Through your experience, you’ve learned how to help customers maximize the value of the product they’ve purchased. You’re someone who understands a customer lifecycle journey, and you’ve leveraged usage data to execute your CSM strategy. You're particularly adept at building relationships, account management (e.g. understanding your customers OKRs, key priorities, and goals), and you have experience driving health outcomes. When it comes to tools, you have used and effectively leveraged Gainsight and Salesforce (or very similar tools) to document your interactions with your customers, manage any follow ups, and manage risks. When it comes to content, you have great experience creating it and collaborating to ensure your customers have what they need.
Within one month you'll:
- Learn about the people and passion behind CareMessage through an extensive onboarding experience focused on who we are, our values, and how we work
- Learn our market, customers, product and its features, our value communications and demo the product back to us
- Learn our partners, the EMR and PHM landscape, and the organizations that support your customers (PCAs, HCCNs)
- Learn your book of business and the CareMessage CSM strategy
- Shadow a Senior CSM, an Implementation Project Manager, and a Technical Support Analyst to learn more about our customers’ experience with CareMessage, our systems and tools, and our processes
Within three months you'll:
- Understand our OKRs, goals, and initiatives, and be prepared to leverage your knowledge of our product and integrations to begin driving increased adoption and engagement with customers
- Own your book of business, including understanding the healthcare market dynamics of the states you own and beginning to meet with customers/partners; be ready to explain features and train customers as needed
- Develop Customer Success Plans for your customers in partnership with your manager
- Review existing background information and usage data for your customers, and begin working with your manager to develop an adoption, churn mitigation and a scaled communication strategy for your customers
- Report back on state-based and other trends you see from your portfolio
Within six months you'll:
- Drive continuous discovery throughout the customer lifecycle to uncover additional business objectives, use cases, and metrics of success
- Leverage usage, satisfaction, ticket history and other patterns to gain insights, provide guidance, reduce churn risk, and improve overall customer happiness
- Contribute to cohort development and analysis, including contributing to plays and playbooks for managing key customers
- Continue to work on, contribute to, and leverage our communications, retention marketing materials to drive customer engagement, adoption and upsells, including communicating new releases and facilitating their adoption
The successful candidate will:
- At least 3 years of experience as Customer Success Manager and/or Account Manager
- US healthcare experience is required
- Epic or other EMR experience is preferred
- Exceptional customer relationship management skills with a focus on measurable customer outcomes
- Worked effectively with previous managers to navigate customer analysis, escalations and complex questions within the Customer Success team
- Strong presentation, meeting facilitation, and written communication skills
- Experience implementing customer solutions and educating customers on product features and benefits
- A track record of achieving net revenue retention, upsells, and customer satisfaction objectives
- Tools: Gainsight, Salesforce, and/Hubspot (or similar tools) experience required
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