Strategic Customer Success Manager

The Company 
Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day. Cerbo originally started as a developer’s nights-and-weekends project. And has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a Strategic Customer Success Manager. 

What You’ll Do 
The Strategic Customer Success Manager will establish and own relationships with our top customers at Cerbo. Driving retention, expansion, and advocacy. Someone who is a relationship builder and understands the importance of working both strategically and tactically to ensure a holistic partnership with measurable value delivery will thrive in this role. Customer Success is a newly launched team at Cerbo so willingness to jump in and figure things out as you go is key. We’re growing fast and it’s an exciting time. This role reports directly to the Customer Success Lead. 

Primary Responsibilities 

• Own the ongoing client relationship for our top Cerbo customers. Embed yourself in their organization and operations as a trusted thought partner 

• Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle 

• Responsible for proactive communication and ownership of the commercial relationship with our largest and upper-mid-market customers  

• Own the client experiences post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities 

• Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth 

• Establish bi-annual reviews with key stakeholders that measure value delivery to prevent churn and secure expansion 

• Be a product expert, able to understand what our product can and can't do, and why, and be able to help customers use our product to solve pain points 

• Establish yourself as a trusted advisor to foster long-term partnerships with key customer stakeholders and in the market. Attending key industry events (ex. Conferences) is expected as part of this role to meet with existing customers. 

• Ensure that all customers derive maximum value from their investment with, leveraging success plans to demonstrate ROI 

• Strategically guide clients on how our tools and partnership can impact their business to secure their top initiatives 

• Increase company revenue through identifying and developing opportunities to upsell customers 

• Work to achieve optimal customer health and log all relevant data points to assist in reporting and forecasting 

• Garner customer feedback and internally communicate strategic themes and requests to product, marketing, and other teams 

• Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns 

• Ability to learn new technologies and communicate those concepts to customers of varying degrees of technical expertise 

• Partner with customers to develop new case studies and other sales and marketing resources  

What You’ll Bring 

• 5+ years of EHR/Healthcare technology experience managing high-touch customer relationships and focusing on retention 

• Strong work ethic  

• Process driven and result-oriented to establish positive outcomes  

• Communication and good mediation skills are critical  

• You are excited about driving and tracking a consistent engagement process for customers and internal stakeholders, yet demonstrating flexibility where needed.  

• Highly dependable and professional.  

• CRM experience (Gainsight is a plus) 

Compensation & Benefits

• Competitive compensation based on experience 
• Comprehensive health, dental and vision benefits
• 401(k) with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off and company holidays
• Full suite of remote working tools and processes

Location: 100% Remote
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.