Customer Success Manager – Healthcare

Steer Health transforms healthcare with the industry's most widely adopted Al-fueled patient experience and growth.

At Steer Health, we're creating next-generation consumer engagement experiences with solutions spanning care communication, patient engagement, scheduling, smart notifications, and more.

As a Customer Success Manager, you will be responsible for ensuring high levels of satisfaction, drive adoption, and expand the use of Steer Health products at customer sites. You will work closely with our sales team to identify upsell opportunities and renewal risks and be engaged with cross-functional teams to successfully manage and resolve all issues affecting your customers.
Your ability to organize, follow up, and be proactive about customer issues will provide continuous improvements to your customer’s satisfaction levels. Your technical aptitude for preventing problems as well as solving them will turn your customers into Steer Health advocates and repeat customers. You should have great communications skills with the ability to work with customers ranging from hospital administrators, practice directors, managers, staff, and other key stakeholders, and a proven track record for providing high levels of customer satisfaction.

Responsibilities
Primary point of contact for driving customer success
Support our customers and partners in their efforts to successfully use and operationalize Steer Health platforms
Work with sales to identify any renewal concerns or upsell opportunities
Collaborate and organize both customer personnel and in-house resources to troubleshoot and resolve issues
Perform customer onboarding, health checks, and proactively alert customers of any impending issues
Conduct quarterly business reviews for top accounts
Collect customer feedback and work with Product Management to preemptively solve product issues
Document interactions, paths to resolution, and successes for both customers and internal audiences
Develop materials and presentations for executive level training and reporting
Perform strategic analysis of customer portfolios for clients
Set follow-up actions and provide regular updates on the status of active issues to all stakeholders
Manage customers issues and satisfaction like a continuous project

Requirements
Strong verbal, written, and interpersonal skills, as well as excellent planning and organizational skills
5-7 years of post-sales/pre-sales with proven experience in engaging with customers
Must have experience working with sales teams
Experience in project management with a proven track record of managing multiple projects to completion
Ability to troubleshoot and solve customer issues independently
Experience in healthcare is required

Steer Health is a fast-growing SaaS startup that has already established itself as the standard in the virtual care market. Steer Health offers an All-In-One world-class virtual care platform - A user-friendly healthcare telemedicine enterprise that empowers healthcare providers to deliver personalized patient care in real-time resulting in new practice revenues, enhanced staff efficiencies, and higher levels of patient satisfaction.