Customer Success Manager

Veda helps patients get the care they need by untangling complex data management problems using advanced scientific approaches and in-depth collaboration. Our technology reflects what our people provide: quality without ego, honesty backed by science, and warmth in an industry not known for having much heat.

Veda is made up of talented professionals that are driven to do meaningful work to change healthcare from the inside out. We are also friends, parents, partners, and caregivers. Veda’s benefits reflect our values—we offer fully paid, low or no-deductible medical, dental and vision insurance for our employees and their families. And, our Flexible PTO policy allows employees to take the time off necessary to recharge and have flexibility to care for themselves and their families.

Veda is looking for sharp-minded do-gooders who share our values:

Collaboration Working together to identify solutions to current problems

Openness Actively listening, sharing and holding space for new ideas, perspectives and people

Integrity Doing the right thing, honestly and transparently.

Grit Displaying passion and perseverance to achieve our goals.

Ready to build the future with us?

Customer Success Manager

As a Customer Success Manager at Veda, you will be a key member of our Growth team, responsible for building relationships with customers, and representing the voice of the customer internally. As a valued member of the Customer Success Team, you will serve as the consistent point of contact throughout the entire customer journey, identifying and communicating ways our technology helps people help people, and using data to tell a meaningful story that inspires customer delight.

Core Responsibilities:

• Act as the client advocate, and voice of the customer at veda, sharing feedback across the sales and product teams to enhance our processes and product roadmap and influence internal stakeholders
• Gain an expert understanding of Veda’s product suite, as well as the customer’s processes and needs, going beyond the existing scope of work and working with Customers to identify how their processes may need to be modified to achieve better results with Veda solutions. 
• Connect Data to Customer Value & Outcomes: Inform growth and product teams on customer learnings to create and iterate on cross-customer best practice recommendations.
• Utilize the metrics to identify and drive upsell opportunities, and 100% customer retention and create a universal, cross-customer approach for reporting and story-teling with data.
• Review customer data usage, metrics, etc to create and communicate Monthly and Quarterly reports along with feeding the company’s KPI reporting. 
• Review outputs for data accuracy - understanding the conditions reports were created - whether that is by product, by customer business logic, or source of reference - and influence standard reporting strategy cross-customer.
• Identify themes across customers and markets for enhancements and centralize themes to inform Customer Success team universal strategy for delivery.
• Collaborate with the account team to identify areas of risk, opportunities and successes and develop account growth strategy.

About You:

• You’re an independent self-starter with a strong ability to think strategically while operating within a fast-pace, high-growth business. 
• You’re a person who presents a high degree of maturity, honesty, trust, sophistication, and integrity. You have a naturally persuasive communication style with an innate ability to clearly communicate effectively.
• You’re data driven, technically interested and literate, organized, detail-oriented, and possess enthusiasm while demonstrating your relationship-building skills, across internal and external stakeholders.
• You thrive in a fast-paced environment, perform well under pressure, have strong judgment skills, and can handle multiple tasks and the ability to work within deadlines.
• You are comfortable with change (startups aren’t a place where there’s a status quo).

Minimum Requirements:

• 4+ years’ experience in Customer Success, managing the delivery of SaaS software solutions, preferably in a high growth start-up or small business.
• Experience working with enterprise-level customers in the Healthcare space is required, particularly the insurance markets (Commercial, Medicare and/or Medicaid) or experience working in a highly-regulated industry.
• Proven success managing customer accounts and driving client satisfaction, retention and upsell.
• Strong communication skills and the flexibility to solve problems in a rapidly changing environment. 
• Tech Savvy and experience working with G Suite, Microsoft Suite and Mac iWork programs, and SalesForce.com preferred (but if you’re a fast learner, that’s ok, too!)
• Good judgment in managing focus, juggling multiple priorities and knowing when to escalate.

Our COVID Commitment: Veda is committed to prioritizing the health, safety and emotional well being of our employees and their families. Veda has always embraced the benefit of each employee working remotely, collaboratively.  

All employees are required to be located within the USA or Ireland.

We look forward to learning more about you -- apply to join the Veda team today!