Customer Success Manager

hace 1 semana

Guadalajara, Jalisco, México Deardoc A tiempo completo
About DearDoc

DearDoc is a leading provider of technology and marketing solutions for healthcare professionals. Our mission is to empower doctors to run their practices more efficiently, allowing them to focus on delivering exceptional patient care.

Job Summary

We are seeking a highly motivated and experienced Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for driving revenue growth, product adoption, and customer advocacy for our healthcare clients.

Key Responsibilities
  • Meet and exceed net churn, renewal revenue, and upsell revenue goals
  • Identify and close opportunities for expansion within your Book of Business
  • Manage cancellation requests within the SLA guidelines
  • Meet and exceed product adoption goals
  • Drive product/feature adoption with solution-based consultations with customers
  • Identify and resolve at-risk adoption indicators within SLA
  • Report product feedback to product team
  • Expert in product knowledge on features and function to achieve customer outcomes
  • Maintain strict adherence to customer follow-up SLAs
  • Solicit for advocacy opportunities
  • Meet and exceed CSAT/NPS goals
  • Conduct regular success calls & business reviews with customers
Requirements
  • Minimum of 1-2 year experience in a sales OR a revenue-driven customer success or account management role
  • Proven ability to manage a large book of business
  • Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities
  • Success in a high-growth environment and adaptable to change
  • Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
  • Experience collaborating with various internal teams to push projects through completion in a timely manner
  • Strong project management with a strict attention to detail
  • Deep customer empathy and emotional intelligence
  • Keen eye for opportunities to increase revenue
  • Impeccable attention to detail to perform the highest quality of work
  • Great interdepartmental communication skills
  • Understanding of customer experience with a product
  • Resilient and hardworking (GRIT)
  • A positive, polite, confident, sincere and friendly disposition
  • The ability to solve problems & to think dynamically
  • Adaptability – we're growing and evolving, and the rocket ship is about to take off
  • The ability to think differently
  • Team Player
What We Offer
  • Unlimited PTO
  • 11 Paid Holidays
  • Annual Week off For the Holidays
  • $150/month USD stipend towards health insurance

We are an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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