Customer Success Manager

Customer Success Manager

Bunkerhill Health is a Sequoia and YC-backed company. Our mission is to bring new AI models to the 3Ps (payers, pharma, and providers) at the scale and speed of software. To achieve our goal, we have built a marketplace for AI models in healthcare that: connects research institutions to each other, so researchers can work with colleagues from other institutions as efficiently as they can work with colleagues at their own institution to train and validate AI models. Distributes the trained and validated AI models, so the 3Ps can identify life-threatening diseases earlier than would have otherwise been possible, at scale.

About the Role

We are looking for a full-time Customer Success Manager to join our in-person team in our office in SoMa in SF. You will play a vital role in ensuring our customers achieve their goals and have a positive experience with our products/services!

Responsibilities include:

• Cultivate strong relationships with customers, understanding their needs and goals.
• Be the primary point of contact for customers, ensuring their success and satisfaction with our products/services.
• Facilitate smooth onboarding of new customers, guiding them through product setup and usage.
• Provide training and educational resources to maximize customer product utilization and value.
• Identify opportunities for account expansion and upselling based on customer needs and usage patterns.
• Implement strategies to drive customer retention and reduce churn.
• Gather feedback from customers to understand their experiences and areas for improvement.
• Analyze customer data to identify trends and insights, guiding product enhancements and updates.
• Address and resolve customer concerns, coordinating with internal teams for timely issue resolution.
• Escalate critical issues and collaborate on solutions to ensure customer satisfaction.

Requirements:

• 2+ years of proven experience in customer success, project management, account management, or a related role.
• Exceptional communication and relationship-building skills.
• Strong analytical abilities to interpret customer data and trends.
• Customer-centric mindset and a proactive approach to problem-solving.

Bonus points:

• A professional background in healthcare or healthcare technology
• A background in project management for EHR Implementations
• A background in designing/leading patient care navigation programs

Benefits

• Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Bunkerhill Health also include + equity + benefits (including medical, dental, vision, commuter and 401(k)). Pay Range: $90,000—$150,000 USD
• Hybrid work schedule (at least 3 days in office)
• Doordash for lunch during in office days
• Home office set up
• Professional development opportunities
• Dynamic and inclusive work culture with a focus on innovation and collaboration