Customer Success Manager

Customer Success Manager

Location: Remote – US

We are searching for a dynamic and motivated Customer Success Manager to join our Customer Success team as a strategic and supportive partner for customers at every stage of the journey. You will act as a strategic advisor, solutions consultant and product expert to help our clients improve the benefits they reap from working with 1upHealth’s products and services. The right candidate has the ability to translate customer business objectives into compelling solutions and actionable recommendations, and loves to solve problems in a creative, timely and collaborative manner.

In this role, you’ll get to:

• Lead a portfolio of customers and work cross functionally with our Sales, Services, Support, Product and Engineering teams to manage relationships, set expectations and support day-to-day operations in ensuring that our customers drive business success with their 1upHealth investment.
• Meet and exceed customer and revenue retention targets for your book of business.
• Maintain a high level of client engagement, satisfaction and loyalty, as measured by customer health score and associated team level KPIs.
• Own customer communications to meet mutually agreed upon goals, including but not limited to Strategic Business Reviews, Success Plans, and various external operational meetings and/or business meetings.
• Convert 1upHealth customers into advocates, leveraging their successes for references, case studies, blogs, etc. in partnership with Marketing.
• Partner with the 1upHealth Product team to identify new features and requirements based on customer feedback; communicate product roadmap and advocate for the voice of the customer.
• Leverage data and analytics to promote adoption of products on the customers’ 1upHealth platform.
• Articulate and/or escalate the customers’ business requirements, key architecture considerations and/or issues to Support, Product, and Engineering teams.
• Bring your great ideas and experience to bear to work with the Customer Success team to improve processes and playbooks.
• Coordinate with Finance and Legal teams to manage margin, collect invoices in a timely manner and report on revenue recognition and expenses.

We are looking for people who have:

• 4+ years of experience in customer success, account management or client services role in healthcare technology company supporting Cloud solutions
• Strong understanding of the Healthcare Information Technology Payer and/or Provider marketplace
• Track record of high client satisfaction ratings and proven renewal success
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Strong analytical and problem solving skills; ability to understand data and present information to clients
• Experience in working across the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, opportunity identification, and account management)
• Ability to articulate technical topics to non-technical audiences, such as explaining what an API is
• Strong knowledge of healthcare security standards, including HIPAA
• Experience with healthcare interoperability including HL7 FHIR
• Experience working with healthcare claims and clinical data
• Familiarity with Salesforce or similar CRM application

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

• Familiarity with Postman and ETL Processes
• The ability to read / interpret JSON files

About 1upHealth

At 1upHealth, our mission is to unlock health data and improve industry outcomes. As leaders in FHIR interoperability, our platform makes it easier for partners to access, integrate, aggregate, and share data across a variety of systems. 1upHealth is building a data ecosystem to promote the digital transformation of the industry and encourage insight-driven healthcare.

We are proud to announce that we have been named 2022 Best Places to Work in the Small Company and Best Paying Company categories by Built In Boston.

Benefits

• 100% Paid BCBS Medical and Dental Insurance for Employees
• Vision Insurance
• Unlimited PTO
• Equity
• 401(k)
• Home Office Stipend
• Commuter Stipend
• Wellness Reimbursement
• Parental Leave (16 weeks for birthing parents, 6 weeks for non-birthing parents)
• Company Meetings with Free Lunch