Customer Success Manager
Want to revolutionize healthcare?
To create a healthcare system with effective health information exchange, healthcare organizations need more than a series of connections between each other. They need assurance that the data being exchanged is meaningful and to know it will be delivered when and where they need it.
Founded in 2014, Health Gorilla provides access to actionable patient data, supporting a diverse set of clinical use cases and improving outcomes across the country. We work with some of the leading companies in digital health, including Oscar Health, MEDITECH, Virta Health, and many others. Health Gorilla is one of the five original organizations approved as a Qualified Health Information Network (QHIN) and the only QHIN to also be designated as a Qualified Health Information Organization (QHIO).
Health Gorilla is looking for an experienced Customer Success Manager to join our team. This pivotal role focuses on the retention, renewal, and expansion of our healthcare midmarket and enterprise accounts. The ideal candidate will have a proven track record in managing complex customer relationships within the healthcare industry, demonstrating a deep understanding of the challenges and opportunities specific to this sector. If you are driven by a passion to transform healthcare and excel in a fast-paced, collaborative environment, Health Gorilla is your next step. We are dedicated to your professional growth and success in a role that profoundly impacts our clients' operational efficiency and care delivery. Apply today to be a part of our mission to redefine healthcare connectivity.
What you will do at Health Gorilla:
- Account Ownership: Act as the primary point of contact for your accounts, promoting customer loyalty and overseeing the transition from sales to full implementation. You will own these relationships, ensuring that every client receives top-tier service tailored to their needs.
- Strategic Oversight: Serve as the subject matter expert on our products and services. Your insights will identify gaps and opportunities, crafting solutions that directly benefit and resonate with our clients.
- Performance Management: Monitor and analyze the usage and impact of our products within your accounts. Your goal will be to boost monthly recurring revenue by enhancing product adoption and overall utilization.
- Engagement and Communication: Organize and lead regular touch base meetings and maintain detailed records of customer engagements. Your effective communication will ensure that all stakeholders are aligned and informed.
- Innovation and Improvement: Continuously promote product adoption and satisfaction through the development and deployment of best practices, training tools, and customer-facing guides.
- Collaborative Growth: Collaborate with internal teams to gather insights that support customer upselling and assist in enriching the sales pipeline.
- Renewal Management: Directly manage and drive the renewal process for each customer, setting and achieving specific renewal rate goals to ensure long-term engagement and minimize churn. Your proactive approach will involve regular assessments of customer health and alignment of our solutions with their evolving needs.
What you bring to the role:
- Education: BA or BS degree or higher
- 5+ years of experience in a customer success, account management, or customer operations role, preferably in a SaaS environment within the healthcare sector.
- Proficiency in Salesforce, Jira, and G-Suite, with a robust understanding of enterprise software, project planning, and the dynamics of a SaaS business.
- Exceptional verbal and written communication skills, coupled with the ability to self-organize and effectively manage time and priorities.
- Interpersonal Skills: Outstanding skills in building and maintaining cross-functional team relationships, as well as external customer relationships.
- Strategic Aptitude: You must be adept at managing a diverse portfolio of customers, employing a strategic approach to nurture and grow these relationships through various channels.
- Autonomy: A high degree of independence, with a proven ability to take initiative in customer relationship and project management.
- Passion and Adaptability: A fervent desire to assist and elevate customers, combined with the flexibility to adapt to changing environments and situations.
- Multitasking: Ability to operate effectively in a fast-paced environment, managing multiple priorities with a keen attention to detail.
What You Will Love About Us!
- Health Gorilla takes a market-based approach to pay, and the base salary range for this role is $90,800 to $111,500, based on experience and geography. Please note that ranges may be modified at any time, and there is no guarantee offers will be at the top of a posted range.
- Discretionary bonus eligibility
- New hire stock option grant
- 401(k) plan with discretionary annual matching
- Medical, dental, and vision insurance
- Short-, long-term disability, life insurance, and mental health & wellness support
- Unlimited PTO plus 12 Holidays
- Paid parental leave (up to 12 weeks)
- Monthly stipend for phone and internet
- Stipend for home office equipment (we provide the laptop)
- Annual learning & development reimbursement
Beware of job scams:
- We will only contact you from our @healthgorilla.COM email address and communicate via phone or zoom
- We will never ask you for money or to purchase items such as a laptop to work with us
- If your resume has your home address listed, we recommend replacing with just a city, state
Our goal is to be a diverse workforce that is representative, at all job levels as we know the more inclusive we are, the better our product will be.
Health Gorilla is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, genetic information, or any protected category prohibited by local, state or federal laws.