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Manager of Customer Success

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

New York (USA), United States

Offer summary

Qualifications:

Minimum 3 years in customer success or account management., Minimum 2 years in people management, preferably in startup or SaaS., Excellent communication skills with customers and teams., Experience with Mid-Market and Enterprise CS operations preferred..

Key responsabilities:

Manage Customer Success Managers for team success.
Conduct weekly meetings and training sessions.

DearDoc Information Technology & Services Scaleup https://www.getdeardoc.com/

51 - 200 Employees

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Job description

Who we are...

Great Places to work 2022 and 2023

DearDoc provides top doctors with a suite of technology and marketing tools, allowing them to run their practices more efficiently, so that they can give their full attention to their patients. DearDoc works endlessly to ensure that every practice is given whatever they need to run smoothly, and more importantly, to continuously grow with new patients. We are a passionate and hard-working team, dedicated to the 4,500+ practices who use our technology and working to innovate the healthcare space each and every day.

Working with teammates all over the world, we enjoy the autonomy and innovation of a startup environment where people rally around a shared vision, advance quickly within the company, and are invigorated by our fun, fast-paced culture. Truly…we have a LOT of fun.

We’ve been doing this since 2019 and we’d like to think we’re pretty good at it. We are always looking for people who will make us better.

Salary Range: 80K Base, 100K OTE

Benefits

Medical, Dental, Vision, 401(k) Match

Unlimited PTO

Commuter Benefits

Mental Health Benefits

Wellness Benefits

HealthAdvocate Services

Teladoc Services

CitiBike Membership

Essential Functions & Responsibilities

Manage the Customer Success Managers to ensure that each team member can succeed

Bring the energy to the team at weekly meetings and training sessions - Setting the Tone!

Hire, train, coach, and develop a team of customer success managers

Build a team that wins, has fun, and lives DearDoc Pillars

Conduct weekly 1:1 meetings with CSMs to review performance and support their growth

Prioritize where we invest our resources and efforts with customers

Drive the team towards key performance metrics

Monitor and identify adoption, maturity, and growth trends for the team and customers to inform Senior Leadership

Identify customer needs and ensure customer success with special emphasis on upsell, adoption, expansion, and renewals

Partner with the Sales organization to engage in pre-sales activities for high value opportunities

Contribute to the overall vision and strategy of the Customer Success organization

Provide operational oversight of the business to deliver on targets and KPIs

Leading an international remote team at a constantly changing startup

Skills & Background

Minimum of 3 years experience in a revenue-driven customer success or account management role

Minimum 2 years experience in people management for a team with revenue targets, preferably in a start-up or SaaS company

Excellent communication skills both with customers and within an organization

Strong track record of identifying customer needs and successfully implementing long-term software solutions

Strong track record of defining and executing against key performance indicators

Ability to build trust and rapport with a customer success managers

Ability to challenge team members and be challenged to achieve team goals

Proactive interest to increase customer satisfaction and deepen customer relationships

Comfortable and willing to be a hands-on contributor, on-site with customers (future)

Experience with Mid-Market and Enterprise CS operations preferred

Managing a remote team preferred

Previous experience in a fast growing startup environment

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

Ability to think differently

Team Player

DearDoc, Inc. is proud to be 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. All employment is decided on the basis of qualifications, merit, and business needs.

We do our best to respond to all applications as quickly as possible. We look forward to reviewing your background and connecting shortly to learn more about you! In the meantime….CHECK US OUT!

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Great Places to work 2022 and 2023