Customer Success Manager - Oct/Nov 2024

2 days ago

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Creyos (formerly Cambridge Brain Sciences)

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A simple & scientifically-validated digital platform for assessing cognitive function.

Cognitive Assessment • Tracking Brain Health • Cognitive Health • Cognitive Testing

51 - 200

Description

• The Customer Success Manager is responsible for driving retention, customer renewals and upsell activity, as well as ensuring client satisfaction throughout the customer lifecycle. • This role is pivotal within the organization, and you will be directly responsible for key business metrics such as contract utilization, customer retention, and net promoter score. • The perfect candidate for this role will have a proven track record of retaining clients and revenue, as well as high customer satisfaction scores. • Working with health care professionals and their operations staff to quickly and efficiently onboard and implement Creyos Health into their practices with minimal administrative burden. • Managing the customer lifecycle, and identifying at-risk accounts that are exhibiting lower-than-anticipated usage levels, and executing re-activation plans to increase stickiness. • Acting as the voice of the customer and ensuring their needs are met by working with necessary cross-functional groups (e.g., Product teams) to swiftly and efficiently resolve any technical or logistical problems. • Assuming ownership over product education initiatives such as running webinars for new features, drafting FAQs and How-To articles, or executing other tactics that help maximize the value customers derive from Creyos Health. • Consistently measuring and optimizing the impact of your effort through surveys (e.g, NPS), usage metrics and other KPIs as required. • Driving the overall renewal process as customers reach the end of their yearly contract terms and conducting renewal conversations with customers. • Build and maintain strong relationships and collaborate cross-functionally with Sales, Marketing, Product, Engineering and Finance teams.

Requirements

• 2+ years of customer success experience, working in an environment where you were responsible for driving customer retention and renewals, as well as customer onboarding, lifecycle management and support • Undergraduate degree or college diploma, preferably in business or science • A track record of adapting to change and contributing to a company’s evolution • Interest or background in the neurosciences and/or healthcare technology • Hard working with exceptional communication skills • A self-starter with a keen interest to learn and be mentored • Demonstrated ability to thrive in a fast paced and dynamic working environment • Bonus: Experience working in start-ups and/or early to mid-stage companies • Bonus: Experience working in health tech

Benefits

• Grow through our career paths leading to more senior roles. • Recharge during our annual company-wide break and extra holidays. • Get access to comprehensive benefits.