Customer Success Manager – Digital Touch
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Job Description
Customer Success Manager driving account engagement and retention strategies at ImPACT Applications focused on concussion management. Requires experience in customer success within a SaaS environment.
Responsibilities:
- Define and execute strategies that drive engagement, adoption, and retention across a large portfolio of accounts.
- Deliver value-driven touchpoints for 90% of accounts each quarter and log interactions in Totango/Salesforce.
- Conduct quarterly retention risk assessments and implement mitigation strategies to reduce churn.
- Monitor accounts for overages and price increase opportunities; incorporate these into renewal discussions.
- Collaborate with Marketing on targeted lead-generation campaigns each quarter.
- Develop and implement onboarding programs ensuring critical feature adoption within 30 days.
- Design automated processes (email campaigns, onboarding sequences) to scale engagement and reduce manual work.
- Partner with internal teams to identify growth opportunities and improve customer experience.
Requirements:
- Bachelor’s degree in Business, Marketing, or related field.
- Proven experience in Customer Success Management or account management in a SaaS environment.
- Strong skills in customer relationship management, contract negotiations, and retention strategies.
- Ability to analyze customer feedback and leverage data-driven insights for growth opportunities.
- Proficiency in automation and process design for scalable engagement.
- Excellent verbal and written communication skills with a customer-centric approach.
- Familiarity with CRM tools (Salesforce, Totango) and digital engagement platforms.
- Capable of developing and implementing renewal strategies for a large book of business.
- Experience in healthcare or sports technology.
- Experience in start-up or fast-paced business environments.
- Travel 1–2 times per year for off-site team meetings or conferences.
Benefits:
- Medical, Dental, and Vision plans
- Company paid basic life and AD&D insurance
- Company paid long-term disability
- Paid Parental Leave
- Supplemental life insurance options
- Company paid Employee Assistance Program (EAP)
- Retirement plan with discretionary company matching
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options
- Premium subscription to Calm for employee and dependents
- 33 days of company paid time off (PTO, Holidays, Wellness Days)
- Quarterly Focus Days
- Flexible work arrangements
- Tuition Reimbursement Program
- Company orientation and 30/60/90 Day Onboarding
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