Customer Success Manager

Vaga não está no LinkedIn

🕒 Julho 23

🤠 Texas – Remoto

🤠 Texas – Remote

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

🏆 Sucesso do Cliente

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AxisCare Home Care Software

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2011

🏥 Saúde

💼 Consultoria

📣 Marketing

Healthcare • Consulting • Marketing

O AxisCare Home Care Software é um fornecedor de software operacional baseado na nuvem para agências de cuidados domiciliares não médicos, oferecendo uma plataforma completa que gerencia o agendamento de cuidadores, verificação eletrônica de visitas (EVV), faturamento, portais para clientes e familiares, aplicativos móveis, formulários e relatórios personalizados, além de integrações para pagadores e fluxos de trabalho empresariais. O produto é projetado para escalar desde pequenas agências até grandes redes empresariais, enfatizando usabilidade, segurança, retenção de cuidadores e recursos de conformidade para otimizar as operações de atendimento no local e tarefas administrativas.

Descrição

• Support the Director of Customer Success in managing, coaching, and developing Customer Success Managers (CSMs) • Serve as a primary escalation point for team members, assisting with complex customer challenges, at-risk accounts, and executive-level concerns • Provide day-to-day guidance, mentorship, and best-practice reinforcement to ensure consistency and quality across customer engagements • Assist with onboarding, training, and ongoing enablement of Customer Success team members • Help drive performance management, goal-setting, and accountability across the team • Manage and grow a defined book of business, maintaining direct responsibility for customer health, retention, and expansion • Build and maintain strong relationships with customer stakeholders, including executive decision-makers within assigned accounts • Partner with the Director to execute customer success strategies focused on retention, expansion, loyalty, and advocacy • Proactively identify risks and growth opportunities within assigned accounts and across the broader customer portfolio • Review customer feedback, trends, and feature requests, and collaborate with Product to help inform prioritization • Analyze customer health, engagement, retention, and revenue metrics to identify risks and growth opportunities • Help team deliver QBRs • Help refine customer success processes, playbooks, and best practices to drive scalability and consistency • Prepare reports, insights, and updates on customer success performance for leadership and cross-functional partners and measuring against KPIs • Share team wins, learnings, and challenges with internal stakeholders to promote alignment and transparency • Collaborate closely with Sales, Marketing, Product, Support, and Implementation teams to ensure a seamless customer journey • Assist in aligning customer success initiatives with company-wide goals and priorities

🎯 Requisitos

• Bachelor’s degree or equivalent experience in business, marketing, or a related field • 2+ years of experience in Customer Success, Account Management, or a related SaaS role • 3+ years of experience in a people leadership role • Demonstrated success managing an enterprise customer book of business with measurable retention and growth outcomes • Strong communication, presentation, and interpersonal skills with the ability to engage stakeholders at all levels • Excellent analytical and problem-solving skills; comfort working with data to inform decisions • Experience working cross-functionally in a fast-paced, growth-oriented environment • Strategic mindset paired with a hands-on, execution-focused approach

🏖️ Benefícios

• Medical insurance premiums are covered in full for the employee (Medical, Dental and Vision) • 401K with competitive company matching • Personal time off, sick leave, and holidays • Company will provide laptop and other needed computer equipment