Customer Success Manager

Job description

Customer Success Manager at PeopleKeep 

Here at PeopleKeep, we help make health care affordable for thousands of small business employees and their families. Now is an exciting time for our business, as we’re actively expanding our product set to enable businesses to do even more for their employees, making it easier to attract, hire, and retain great talent. Come join our small team and have a voice at the table!

 

We’re looking to grow our customer success team with an individual who has a passion for serving others, an insatiable curiosity, and a thirst for learning. As a customer success manager, you will take over the customer relationship for a subset of our customers post sale, working collaboratively to create great customer experiences and improve our service and product(s). You will be responsible for onboarding customers, continuing to increase the value we bring them, and increasing retention. You will have a loud voice at a small company enabling you to lead the customer advocacy charge with data driven insights. This position reports to the Director of Customer Experience. Some tasks you may do in a day include, but certainly aren’t limited to: 

 

  • Speak with new customers to help them get onboard, make changes to their benefit, or gain a deeper understanding of regulatory compliance 
  • Engage NPS detractors to learn how we could improve our product or service
  • Write, edit, and analyze utilization email campaigns to increase effectiveness
  • Work with our support team to creatively solve a customer’s question and take over conversations regarding detailed compliance questions or advanced benefit design concerns
  • Identify at risk customers and proactively engage them to bring more value to their small businesses
  • Build strong relationships with our internal sales team to help bring on and retain good fit customers
  • Collaborate with the marketing team to create collateral to help bring more value to existing and new customers
  • Share themes and trends in customer feedback, supported by data, to cross-functional teams like product and design to influence our product roadmap
  • Handle certain customer cancellations to gain insight into what’s driving customers to leave our software platform and ensure the customer leaves on good terms

 

Traits that will make you a good fit for this role include: 

  • You deeply wish to understand others - you ask exceptional questions and truly listen
  • You strategically create opportunities to learn from others
  • You’re a creative problem solver 
  • You can engage others and enjoy building relationships 
  • You’re proactive and take initiative while remaining collaborative
  • You never settle and always seek for improvement in yourself and in your team
  • You get things done and can manage lots of different tasks with ease
  • You can navigate complicated material or questions and easily communicate complex concepts with others
  • You enjoy being a subject matter expert, but are humble to admit when you have a gap and you proactively seek to fill it
  • You’re a fierce customer advocate and back up your insights with data analysis - you like both the “soft” and “hard” side of analysis
  • You care deeply but remain calm and professional when under stress
  • You are comfortable using multiple software tools, like Salesforce and Zendesk to help get your work done

 

Perks and Benefits:

  • Health Benefits
  • 401K including company match
  • Stock options
  • Cell phone reimbursement
  • Education reimbursement
  • Transit reimbursement
  • Unlimited PTO
  • Free drinks, snacks, and company catered lunches

Requirements

  • Proven experience building strong relationships with customers
  • Excellent written and verbal communication skills
  • Strong attention to detail
  • SaaS experience is a plus, but not required
  • Healthcare industry knowledge is a plus, but not required

 

Please submit your resume as well as a cover letter responding to the following questions:

1. Why do you think PeopleKeep is the place for you?

2. Tell us about a memorable customer experience you’ve created for someone else. Why does that stand out to you?