ESO
ESO provides software to help improve community health and safety through the power of data
Remote
Hybrid

Customer Success Manager

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About the role

ESO’s Customer Success Manager will fulfill a critical role in filling our mission to improve community health and safety through the power of data. More and more of ESO’s customers are integrating their apps and data to streamline operational processes and increase efficiency. Our portfolio of EMS Agencies, Fire Agencies, and Hospitals need a partner who not only provides the software and data needed to achieve these efficiencies but also helps manage the change associated with deploying these high-powered solutions.

How You’ll Support our Mission

This Customer Success Manager will act as the hub for our customers, connecting the dots across their journey with ESO, by working with cross-functional teams to accelerate our efforts to drive product adoption, reduce risk and retention, and add value as an advocate and partner to our Fire, EMS, Hospital and State customers.  These innovative health and safety solutions allow first responders to better manage response time, diagnosis and transport associated with time-sensitive emergencies. Our customer success professionals provide advisory and consultative assistance to drive rapid time-to-value for our EMS, Fire, and Hospital customers.

This role will report to the Director, Customer Success for Hospitals.

What You’ll be Doing

This Manager of Customer Success will execute the following tasks and activities:

  • Engage as a point of contact for customers experiencing post-deployment integration challenges.
  • Serve as primary point of contact for customers identified as requiring a Customer Success Manager.​
  • Drive product adoption, renewal, and customer satisfaction by bringing value to our customers every day. 
  • Ensure customer has adopted ESO Suite into their workflow, product usage is in line with their business objectives, and they are working towards their goals.
  • Leverage data to determine when adoption and usage is insufficient and drive improvement through ongoing and frequent engagement with end-users, admins, and executives.​
  • Assist customers when express intention to renew and/or grow and has agreed to serve as an advocate for ESO. 
  • Own retention and renewal activities for a portfolio of customers that include proactive outreach 60-days prior to the renewal date and internal interactions associated pricing uplift/adjustments associated with the license renewal.
  • Partner with Sales and Finance to review the list of downsells/clawbacks/cancellations/terminations and conduct outreach to save/recover at-risk customers.
  • Identify product expansion opportunities in partnership with the Sales team.​
  • Monitor specific trigger events to determine which “success plays” (i.e., the process and steps Success should take) to govern appropriate interactions.​
  • Ensure key stakeholders are effectively using the analytical capabilities derived from ESO’s data repositories and published health and safety indices.​
  • Serve as a partner and advocate in the industry to build and maintain customer relationships and satisfaction with the ESO product and experience.
  • Ensure all client needs are met, solving issues at the lowest level and knowing when to escalate.

Who You Are

Some specific requirements include:

  • 5+ years of experience in a leadership role in trauma program management, preferably in ACS verified Level I or Level II center
  • Experience leading client-focused operational teams including experience with onboarding, training, and software adoption.
  • Proven ability to manage complex customer integration needs and deliver successful outcomes.
  • Strong track record and desire to manage via metrics and key performance indicators.
  • Excellent people management skills with the ability to lead collaboration across functions and organizations.
  • Ability to make tough decisions, to change and adapt quickly while remaining focused on the customers.
  • Demonstrated strategic planning and operational execution skills, including project management and process improvement skills.
  • Demonstrated success in leading growing operations organizations.
  • Ability and desire to travel.

Benefits & Perks

ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families.  For full-time employment you this includes:

  • Competitive health plans (medical, dental, & vision insurance)
  • PTO (starting at 20 days) & 12 company holidays
  • 401(k) with company match
  • Telemedicine service provided by ESO
  • Savings accounts (FSA, HSA, DCA)
  • Employee Assistance Program (EAP)
  • Annual health and wellness reimbursement
  • Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
  • Paid parental leave, new child program, & flexible parental return-to-work options
  • Casual office environments and unlimited office snacks and drinks

About ESO 

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland. 

Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission. 

In the spirit of ESO’s mission to “Improve Community Health and Safety through the Power of Data,” and in accordance with ESO’s duty to provide and maintain a workplace that is free of known hazards, ESO requires all United States (US) employees to be fully vaccinated against COVID-19, regardless of if you work remotely or in office unless a reasonable medical or religious accommodation is requested in a timely manner and approved. This policy will help safeguard the health of our employees and customers, as well as the community at large.

All offers are contingent upon a successful background check and compliance with ESO’s COVID-19 Vaccination Policy.

ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.  

 

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are ESO Perks + Benefits

ESO Benefits Overview

At ESO, there is an understanding that life happens. From family emergencies to the toilet that floods the house (yes, it happened), we want to be there for our employees.

Culture
Volunteer in local community
ESO participates in local volunteer activities such as the Austin Heart Walk with the American Heart Association.
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
ESO provides employees with a flexible work schedule that includes flexible start and end times.
Diversity
Diversity manifesto
Hiring practices that promote diversity
ESO is dedicated to inclusive recruitment and hiring to promote our commitment to diversity, inclusion and belonging.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
ESO employees can contribute up to $2700 annually to their FSA
Disability insurance
ESO provides STD to all employees at no cost. This benefit covers up to 60% of an employee's weekly Salary if out on leave. Employees can also enroll in LTD voluntarily.
Dental insurance
ESO has two dental plans to choose from, with each plan covering 100% preventative and diagnostic coverage. Our high dental plan also includes benefits for orthodontia.
Vision insurance
The vision benefits plan covers eye exams with a $10 copay, and includes $150 allowance for glasses and contact lenses.
Health insurance
ESO has five medical plans to choose from, including a $0 deductible plan, and a HDHP plan, which includes a HSA account for all enrollees.
Life insurance
ESO provides Basic Life & AD&D at no cost to employees. Additional Voluntary Life insurance is equal up to $500,000, or five times an employee's annual salary. Spouse and Child Life also available.
Pet insurance
Wellness programs
ESO provides a $250 Health & Wellness reimbursement for all employees on an annual basis. This can be used for gym memberships, nutritionist appointments, exercise equipment and much more!
Team workouts
ESO's team fitness initiatives include employee led fitness groups.
Mental health benefits
ESO provides an Employee Assistance Program at no cost to employees. This includes unlimited telephone access to EAP professionals 24/7 and 6 face to face visits per calendar year.
Financial & Retirement
401(K)
Employees are eligible to enroll in ESO's 401(k) plan after six months of service. 401(k) will vest automatically for employees, with no additional waiting period after the initial six months.
401(K) matching
ESO provides employees with a 401(k) matching plan managed by Human Interest. We match 2.5% of contributions up to 5% of an employee's annual gross pay.
Company equity
Performance bonus
ESO offers performance bonus plans to certain leadership positions.
Child Care & Parental Leave Benefits
Childcare benefits
ESO offers a Dependent Care Flexible Spending account designed to help offset dependent care costs for children under age 13
Generous parental leave
ESO provides up to 10 weeks paid leave for birth & bonding or 4 weeks of leave for bonding only. We also provide a car seat and week of free meals for the new parent
Family medical leave
Employees who have been with the company for 12 months are eligible for 12 weeks of unpaid family medical leave.
Vacation & Time Off Benefits
Generous PTO
ESO employees receive between 20 and 30 days per year of paid time off based on years of service. This amount is prorated in the employee's first year.
Paid volunteer time
ESO encourages employees to give back to the community by offering 1 paid volunteer day per year.
Paid holidays
Office Perks
Company-sponsored outings
ESO hosts company outings periodically.
Free snacks and drinks
ESO has a fully stocked kitchen including unlimited snacks, coffee and sodas.
Company-sponsored happy hours
Happy hours are hosted on occasion at the team's discretion or for the larger group.
Onsite office parking
ESO offers employees free onsite parking.
Fitness stipend
ESO will reimburse up to $250 per year for qualified health and wellness expenses such as gym memberships, yoga classes, smoking cessation, etc.
Professional Development Benefits
Lunch and learns
ESO hosts lunch and learn meetings on occasion.
Promote from within

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