Manager, Revenue Operations
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Job Description
Customer Success Manager driving customer retention and engagement at Vitable Health. Advocating for clients and collaborating with internal teams to enhance healthcare access and satisfaction.
Responsibilities:
- Cultivate and maintain strong relationships with customers, ensuring their satisfaction with our products and services
- Act as the primary point of contact for customer inquiries and issues, providing timely and effective solutions
- Conduct regular check-ins with customers to assess their needs and identify opportunities for cross-selling and upselling
- Provide training and support to customers on Vitable products, ensuring they that they maximize their ROI
- Execute on and assist in refining processes for customer retention, renewals, and expansion
- Use client check-ins and retention work to help to build a comprehensive, data-driven story on customer account health, discover opportunities for growth, and uncover areas for improvement within existing products and services
- Drive proactive client communication to ensure renewals are won with ease
- Maintain detailed records of client interactions to ensure availability of pertinent information, and prevent communication redundancy and fatigue
- Serve as an advocate for the client, amplifying and escalating feedback through the appropriate channels
- Drive the renewal process by managing your pipeline and initiating early client renewal conversations.
- Recognize areas of difficulty and opportunities, and suggest practical solutions to address them
- Partner with Customer Success peers to drive process improvements within our team
- Collaborate with Clinical Operations, Engineering, Marketing, and Sales to enhance and drive customer experience and ROI
Requirements:
- 3-5+ years of Customer Success experience in a fast-paced SaaS business
- Proficient navigating across multiple systems, including HubSpot, Notion, G-Suite and Chargebee
- Self-motivated, independent, and adaptable; comfortable with ambiguity, multitasking, and context switching
- Passionate about customer satisfaction and seamless delivery
- A lifelong-learner willing to take initiative and actively pursue answers
- Enthusiastic about helping colleagues and team members succeed–we win as a team
- Ability to effectively self-manage in a remote work culture spanning multiple time zones
- Exceptional ability to identify retention risks and proactively address them
- Excellent communication skills and ability to represent Vitable in key customer meetings and at events
- A track record of high customer retention and revenue expansion.
Benefits:
- 100% Silver Plan + Full Medical Coverage
- Dental and Vision Voverage
- 401(k) and Life Insurance
- Access to Vitable’s Primary Care membership
- Unlimited PTO
- Remote-first culture with a supportive team
- MacBook and any other gear you need
- Mentorship opportunities through First Round Capital
- Home office setup stipend
- Competitive equity package
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