Customer Success Manager

Boston, MA, United States

Assigned to 1upHealth strategic customers, including channel partners and enterprise accounts, the Senior Customer Success Manager acts as a relationship manager, 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 Senior Customer Success Manager is accountable to the Director of Customer Success while maintaining cross-functional alignment with other Customer team leaders.

In this role, you'll get to:

Lead a portfolio of customers and work cross functionally with our Account Management, 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.

Proactively and strategically leverage customer data to provide clear, informative, and relevant information to drive engagement, satisfaction, and retention.

Own the identification of key customer needs as well as renewal and expansion opportunities, translate them to internal tasks, and execute.

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 goals, including but not limited to, participating in SBRS, driving operational touch points, and creating and maintaining Success Plans.

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.

Articulate and/or escalate the customers' business requirements, key architecture considerations and/or issues to Support, Product, and Engineering teams.

Develop strong relationships and collaborate with your team of Customer Success Managers, Account Managers, Implementation Managers, and Support Engineers to ensure customers have an optimal experience and achieve their desired outcomes

Work closely with Account Management and Marketing teams to identify and capitalize on upselling and cross-selling opportunities, and to develop effective customer advocacy programs

Bring your great ideas and experience to help us build an enterprise-class customer success practice

We are looking for people who have:

5+ years of Customer Success Management/Account Management experience managing delivery of technology/software solutions in a healthcare setting

Healthcare industry domain expertise, including knowledge of at least one of the following: value-based care, electronic medical records, quality programs, health information management, and/or insurance markets (Commercial, Medicare and/or Medicaid)

Experience in both internal and external training and development initiatives, enhancing team knowledge on customer-related issues, and educating customers on product features and best practices

Data-driven, strategic thinking skills with experience analyzing and synthesizing information and then leveraging that insight to drive customer engagement, actions, and improvements

Track record of effective client engagement as measured by customer LTV impacts.

Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders

Experience working across the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, opportunity identification, and account management)

Ability to distill complex technical concepts into tailored communication for internal and client stakeholders

Skilled in conflict resolution and advanced problem-solving, able to handle escalations and resolving complex customer relationship issues

High degree of proficiency in CRM and modern SaaS CS tools

Prior start-up experience helpful: enthusiasm and ability to excel independently in a fast-paced, and evolving environment with a "get it done" attitude

You may also have:

Direct experience with state Medicaid programs, including knowledge of TMSIS (Transformed Medicaid Statistical Information System) and state-specific regulatory compliance and healthcare policies

Experience in data analysis specific to Medicaid systems (claims, enrollment, provider data, etc.)

Ability to engage effectively with state-level stakeholders in Medicaid programs

Previous SaaS experience

Familiarity with Postman and ETL Processes

The ability to read / interpret JSON files

Experience working with AWS, Tableau, SQL

This position may require up to 25% travel to customer and internal business meetings.

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

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