Customer Success Manager
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Job Description
Customer Success Manager managing partner onboarding and support for digital health solutions. Ensuring smooth implementation and long-term satisfaction of partners with MDI's telehealth infrastructure.
Responsibilities:
- Lead and project manage the full onboarding journey of new partners, from kick-off to go-live, ensuring clear milestones, proactive communication, and timely execution.
- Anticipate potential risks early, troubleshoot and escalate stalled or lagging partner progression by working closely with internal teams across CS, clinical, product and technical integrations teams.
- Serve as the guide and advocate for assigned partners.
- Act as the voice of the partner internally highlighting successes and opportunities with MDI’s service, platform and workflows.
- Collaborate with clinical and technical teams to provide feedback, relay product enhancements, and advocate for partner success.
- Increase partner health, engagement, and satisfaction, escalating issues as needed while continuously driving toward long-term retention and expansion.
- Track and report on key customer success metrics (NPS, csat, etc.) to executive and senior leadership.
- Provide ongoing support, education, and training to partners post-launch, with a focus on a seamless experience and optimizing integrations, workflows, and product adoption.
- Serve as a trusted advisor by providing market insights, best practices, and recommendations that align MDI’s solutions with partner growth goals.
- Manage and maintain consistent documentation on the customer lifecycle in internal systems, such as HubSpot, Asana, and other project and task management tools.
- Contribute to the development of key collateral, processes and defining standard expectations of work.
Requirements:
- Associate-level requires a minimum 1 year in Customer Onboarding, Customer Support, Customer Success or related customer-facing roles.
- Mid-level requires a minimum 4 years in dedicated Customer Success or Account Management roles, preferably in a scale-up/fast-moving environment.
- Process- and project-oriented with a bias for action.
- Comfortable communicating clear deadlines, actions and risks with partners and internal leadership, driving toward aligned outcomes on behalf of the partner.
- Excellent verbal and written communication skills with the ability to build trust with business leaders, executives, clinical and technical customers and colleagues, navigate complex needs, and translate feedback to internal teams.
- Empathy for early-stage startup partners and an understanding of healthcare concepts.
- Able to quickly understand the challenges of building a brand from the ground up and advocate for partner needs internally.
- Proficient with CRM and general technology tools (e.g., HubSpot, Slack), and able to utilize metrics like NPS, churn, and activation to inform decision-making.
- Quick study with new concepts and terminology such as key healthcare terminology and workflows to support partners.
- Bonus points for experience in healthtech or telehealth, and comfortable with basic clinical terminology and concepts.
Benefits:
- 75% subsidized health insurance
- Dental insurance
- Vision insurance
- Paid time off
- 401(k) retirement savings plan with company match
- Professional development opportunities
- Flexible work arrangements
- Collaborative and supportive work environment
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