Customer Success Manager - Remote Eligible

Customer Success Manager

Pear Suite's care navigation platform empowers staff to collect, visualize, understand, and act on social determinants of health data, enabling various healthcare entities and community-based organizations to meet the social needs of their community in a culturally sensitive, person-centered way.

About the Role

We are seeking a dedicated, proactive, community oriented Customer Success Manager to join our dynamic team. This role is ideal for an individual with a strong background in community health work/care navigation and in SaaS software implementation and account management, who is passionate about ensuring client satisfaction and success. As a Customer Success Manager, you will play a crucial role in guiding our clients through the implementation and optimization of our platform, fostering strong relationships, and driving customer engagement and retention. Prior working knowledge of community based practices will ensure success in this role.

What You'll Do

1. Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
2. Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
3. Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
4. Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
5. Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
6. Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
7. Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
8. Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.

Qualifications

• 3+ year of experience in SaaS software implementation.
• Must have experience supporting SMB customers.
• Early stage start-up experience strongly preferred.
• Background in community health work or health tech is a plus.
• Strong problem-solving skills and ability to handle complex client issues effectively.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency in relevant software tools and platforms, including CRM systems.
• Bi-lingual English/Spanish preferred.

If you are a results-driven individual with a passion for customer success and a knack for building strong client relationships, we would love to hear from you.

Why You'll Love Working With Us

• We are fully remote!
• A mission driven culture that values innovation, collaboration and growth.
• Unlimited PTO.
• Health, dental, and vision insurance.
• Health and Wellness Stipend.
• Professional Development Stipend and Tuition Reimbursement.
• Co-working Stipend.
• The compensation range for this position is $70-85k.