Manager of Customer Success
About DearDoc
Let’s face it, finding great healthcare today is hard. DearDoc is transforming how patients engage with doctors by introducing innovative technology in practices everywhere. Doctors are juggling a lot - our technology allows them to take a step back, breathe, and focus on what they do best - care for patients. At DearDoc, we believe doctors should be doctors. That's why DearDoc takes a holistic approach by helping them attract new patients in many different ways. We've utilized Artificial Intelligence to provide "WOW' experiences for patients and doctors alike.
We're serving thousands of doctors since our founding in 2018. Along the way, we cultivated an incredible work environment — where people love to come to work everyday.
Our culture of customer obsession guides all our decisions, and our ability to think differently helps us serve doctors in a unique and creative way. We believe imagination only gets better after use, and we use our imagination everyday to create WOW moments for every customer we have.
We are a collection of young, talented, and ruthlessly passionate professionals focused on making a dent in the healthcare space. It’s a big challenge, and we’re up to it - are you?
How you will contribute:
- Manage the Customer Success Manager and Retention Specialists team to ensure that each team member can succeed
- Hire, train, coach, and develop a team of customer success managers and retention specialists
- Build a team that wins, has fun, and lives DearDoc Pillars
- Develop a customer success strategy
- Prioritize where we invest our resources and efforts with customers
- Drive the team towards key performance metrics
- Monitor and identify adoption, maturity, and growth trends for the team and customers to inform Senior Leadership
- Manage the team to conduct periodic Success Calls and review customer health scores with an emphasis on customers’ success with DearDoc products
- Identify customer needs and ensure customer success with special emphasis on upsell, adoption, expansion, and renewals
- Partner with the Sales organization to engage in pre-sales activities for high value opportunities
- Contribute to the overall vision and strategy of the Customer Success organization
- Provide operational oversight of the business to deliver on targets and KPIs
- Leading an international remote team at a constantly changing startup
Skills you’ll bring:
- Minimum of 3 years experience in a customer success or account management role
- Minimum 2 years experience in people management, preferably in a start-up or SaaS company
- Excellent communication skills both with customers and within an organization
- Strong track record of identifying customer needs and successfully implementing long-term software solutions
- Strong track record of defining and executing against key performance indicators
- Ability to build trust and rapport with a customer success managers and retention specialists
- Ability to challenge team members and be challenged to achieve team goals
- Proactive interest to increase customer satisfaction and deepen customer relationships
- Comfortable and willing to be a hands-on contributor, on-site with customers (future)
- Experience with Mid-Market and Enterprise CS operations preferred
- Managing a remote team preferred
- Previous experience in a fast growing startup environment
- Resilient and hardworking (GRIT)
- A positive, polite, confident, sincere and friendly disposition
- The ability to solve problems & to think dynamically
- Adaptability – we’re growing and evolving, and the rocket ship is about to take off
- Ability to think differently
- Team Player
What Perks do You Receive:
- Generous Compensation Plans
- Gym Memberships
- Happy Hours
- Great Medical, Dental, and Vision Insurance Packages
- Unlimited Paid Time Off
- Team Night Out
- 401K Match
- CitiBike Membership
- And Much More
***Please note this position can be remote.
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