Customer Success Manager-B2B SaaS

Who is Doctus Tech?

At DoctusTech, we believe the future of medicine lies in value-based systems. By giving healthcare providers access to the tools they need, such as our innovative HCC coding app and integrated EMR platform, we help smooth the transition from fee-for-service to value-based care.
Our performance-driven platform aggregates and simplifies data so doctors can make better clinical decisions while spending more time with patients. We drive clinical impact by leveraging predictive A.I. and Natural Language Processing. Ultimately, we are reimagining traditional HCC coding services and risk adjustment services.
We’re a high-energy tech start-up building momentum quickly. DoctusTech seeks collaborative, enthusiastic, and professional individuals to join our success-driven culture. Do you see problems and love to fix them? Do you love teaching others about faster and better ways to do things? Do you think healthcare is archaic and needs some tech infusion? Are you a go-getter who likes to get things done?
If you answered yes to any of those, we would love to have a conversation with you.
Doctus Tech is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.
Website: https://www.doctustech.com/
We are seeking a highly motivated and experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for managing enterprise-level customers and ensuring their success with our SaaS healthcare platform.
Our platform is designed to help healthcare providers transition from fee-for-service to value-based care by providing them with the tools they need to make better clinical decisions and improve patient outcomes. We are looking for someone who is passionate about healthcare and has experience working with SaaS platforms and enterprise-level customers.

Responsibilities:

• As a Customer Success Manager on the DoctusTech team, you will own a set of accounts in the enterprise segments and ensure your customers are maximizing their engagement with our services
• This includes engaging with customers through every stage of the customer journey, from onboarding through renewal and providing proactive lifecycle management and support, as well as offering strategic advice to prove success and expand services
• This role includes project management of highly technical launches requiring coordination of internal and customer IT teams.
• Serve as the SME for the DoctusTech services and how we can create success for our customers
• Develop project plans, schedules and presentations to ensure project milestones are met on time
• Identify and manage project risks, issues and dependencies and proactively implement mitigation strategies
• Create and maintain presentation materials to be used during customer meetings and as follow-ups when necessary
• Manage a portfolio of enterprise-level customers and ensure their success with our platform
• Build strong relationships with customers and act as their primary point of contact
• Conduct regular check-ins with customers to gather feedback, review the current and future state of their engagement, and address issues or concerns
• Identify opportunities for upselling and cross-selling to existing customers
• Collaborate with the sales and product teams to improve the customer experience
• Monitor customer feedback appropriately, serving as the customer advocate identify areas for improvement
• Identify areas of opportunity for internal process improvement
• Facilitate product demo meetings with administrators or users of our platform
• Maintain accurate records of customer interactions and feedback
• Understand our customers' objectives, organization matrixes, requirements, challenges, and opportunities to make recommendations and drive value with our services proactively
• Utilize and regularly update our suite of tools, including Client Success, ClickUp, Google Suite, and Excel
• Manage a team of Customer Success Associates

Requirements:

• 3-5 years of experience in a customer-facing role within a SaaS organization - Preferred SaaS experience with customers who require technical integrations, data backloads, and significant project management needs
• Experience managing enterprise-level customers
• Excellent communication, presentation and interpersonal skills are essential
• Strong understanding of project management methodologies, tools and best practices
• Strong problem-solving and analytical skills with the ability to adapt quickly in a fast-paced, rapidly evolving environment with creativity, flexibility and decisiveness
• Ability to work independently and as part of a team
• Familiarity with CS and task management software, and customer support tools
• Knowledge of the healthcare industry and the ability to understand customers’ business processes and expectations
• Passion for healthcare and technology.