Customer Success Manager

Description:

• Play an integral role as one of the first Customer Success Managers at Real to define customer programming and strategy in partnership with the Director of Customer Success
• Serve as the face of Real for our customers to build and manage relationships with a broad range of global stakeholders including Benefit Managers and HR Executives
• Onboard, launch and implement Real B2B customers to drive adoption and engagement of Real for their employees
• Build strong relationships with customers and ownership of customers’ success measured through to adoption rate, engagement rate, renewal rate, NPS and other metrics that measure customer sentiment
• Use account data in Tableau and Hubspot to understand and diagnose client health and opportunity/risk
• Proactively identify account risks and drive mitigation strategies
• Identify new opportunities for customers to use Real products to support the expansion and growth
• Update and maintain Hubspot CRM with the most relevant account details
• Collaborate cross-functionally with Product, Sales, Marketing, Member Success and Clinical to advocate for clients and drive successful adoption of Real
   

You’ve got

• 5+ years in Customer Success, Relationship Management, Account Management, or similar role (required)
• Experience in B2B/Enterprise SAAS healthcare, learning/development, and/or employer benefit space (required)
• Experience at an early stage start-up (Seed, Series A or B) during the build out of customer success to drive process development and operational excellence (required)
• Exceptional communication, interpersonal, relationship-building and listening skills
• Proven track record of success exceeding quarterly and annual goals on customer retention and customer health
• Experience and comfort using data to share insights and make actionable recommendations
• Engaging presentation skills, and a desire to lead projects with high visibility
• Excitement for tackling and building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement
• The flexibility and agility to work cross-functionally in a fast-paced environment with a sense of urgency and demonstrated initiative and independence
• A sincere interest or passion for mental health, healthcare/benefits space or mental wellness and empathy for your clients and co-workers
• Intellectually curious