Customer Success Manager, SMB

About Us

Create Membership Plans that Patients and Providers Love. Dental health is critical to overall health, but dental insurance is too complicated, too confusing, and too expensive for dentists and patients. As a result, 40% of US consumers do not have dental coverage, 50% of US consumers do not visit a dentist each year, and dentists struggle with practice success while managing complicated insurance plans with low reimbursement fees, coverage limits, and claims denials.

About the Role

As a Customer Success Manager on our SMB Team, you are responsible for cultivating and maintaining strong relationships with our small and medium-sized customers. This is a visible role with internal and external Executive Team interactions. You will nurture and sustain doctor and staff relationships in assigned accounts to optimize the customer’s plan and drive the company value proposition throughout the customer’s organization. This position will work closely with Sales, Product, Operations, Marketing, and Executive Leadership teams.

While we're open to fully remote candidates based in the U.S., we're currently prioritizing candidates who live within commuting distance of our office in Chesterbrook, PA, for a hybrid work setup.

Responsibilities

• Analyze customers' activity and work with them to ensure they are leveraging our solutions effectively and finding value in our products and services.
• Engage in the initial onboarding of new customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
• Become an expert in the resources available to our customers and educate them on the use and benefits of our products.
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer engagement and reduces churn.
• Perform Corporate Business Reviews with the customer’s executive team, understand the customer’s goals, develop and align programs to drive adoption, plan growth, and renewals, resolve issues with the help of the Product Support team, and expand our use within the customer's organization.
• Develop metrics, processes, and best practices to ensure customers are realizing the greatest possible value from a partnership with Membersy.
• Use usage patterns to gain insights, provide guidance, and increase customer satisfaction and adoption.
• Serve as the primary interface to manage and resolve any critical situations.
• Collaborate cross-functionally to share customer insights that inform additional product and service sales opportunities.
• Be a customer advocate while capturing critical feedback.
• Manage customer retention/renewals and drive revenue through increased product adoption and increased usage.

Requirements

• 5+ years of experience in a customer-facing role, such as Customer Success, Customer Support, or Account Management.
• Previous experience in customer service for a software product or other related field.
• Possess exceptional client management and communications skills.
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base.
• Outstanding multi-task management skills across a varied set of responsibilities.
• Confident, high energy, self-motivated, and a true team player.
• Ability to build credibility and trust by understanding and addressing customer requirements.
• Ability to develop and maintain strategic relationships with the customer’s executive management team.
• Develop and execute strategic plans/initiatives that drive adoption, new member enrollments, and revenue growth activities within assigned customer accounts.
• Bachelor’s degree in any field.

Skills

• Self-starter with the ability to “figure it out” but not afraid to ask questions.
• Strong communication skills, a positive attitude, and a passion for helping customers.
• Dental experience is a plus.
• Experience with Salesforce is a plus.
• No stranger to playing hard and working harder while treating others with respect and dignity.

Pay

This role offers a base salary of $75,000, a variable compensation of $25,000, and company equity.

Benefits

• Employee equity.
• Transparent communication from the top down.
• Collaborative, smart, and forward-thinking team.
• Direct, meaningful impact as we scale.
• Culture filled with opportunities to connect in-person and virtually.
• Casual dress code.
• Hybrid and remote work schedules.
• Comprehensive benefits: health, 401k match, wellness, disability, employee discounts, time away, and more.