Customer Success Manager

About Us

All candidates should make sure to read the following job description and information carefully before applying.

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication and coordination throughout the care continuum.

Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools and superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, and creates sustainable financial value through a full suite of communications solutions.

CipherHealth's automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff and caregivers, regardless of care setting, thereby achieving new standards for patient care and accelerating the digital transformation of the industry.

Customer Success Manager

As a Customer Success Manager, you will cultivate relationships with the CipherHealth customer base, ensuring they achieve maximum value from the CipherHealth solution suite and collaborating with them to identify growth opportunities with our solution suite that support their organizational goals and objectives.

You will be responsible for working directly with customer executives and champions throughout the customer lifecycle, ensuring alignment in a shared customer journey focused on solution adoption, expansion, and retention.

Key Responsibilities :

• Customer Relationship Management : Build and nurture long-term relationships with healthcare customers in assigned portfolio of business, serving as their primary strategic advisor and point of contact.
• Product Adoption : Drive adoption of our products by understanding customer needs, offering consultative, tailored solutions rooted in CipherHealth best practices, and proactively addressing any challenges they may encounter.
• Strategic Alignment : Facilitate regular strategic discussions with key stakeholders leveraging a data-driven approach to reinforce the value of our solutions, ensuring continued alignment with the customer's long-term goals and objectives.

Act as a trusted advisor, helping customers evolve their strategies in line with healthcare trends and our product roadmap.

• Customer Advocacy : Act as the voice of the customer within the company, providing feedback to the product and development teams to influence product roadmaps and enhancements.
• Retention and Growth : Monitor customer health metrics, identify risks, and implement strategies to improve customer retention.

Identify opportunities for upselling and cross-selling additional products or services, and develop customer advocacy relationships with key customer stakeholders to support growth and retention efforts.

• Issue Resolution : Collaborate with internal teams to resolve customer issues promptly and effectively, ensuring customer satisfaction and a positive experience.
• Reporting and Analysis : Regularly track and report on key performance indicators (KPIs) related to customer success, including customer satisfaction, product usage, and retention rates.

Qualifications :

• Bachelor's Degree in Business, Health Management, Public Health or related major, or comparable education and work experience.
• 3-5 years of experience in a B2B client management role in healthcare software or technology, or similar experience in healthcare consulting or professional services.

Preferred Knowledge, Skills and Abilities :

• Proven track record of growing a book of business and mitigating churn.
• Strong analytical skills with the ability to craft compelling stories from data.
• Excellent communication skills, capable of leading discussions and business reviews with C-Suite executives, and translating technical information to non-technical audiences.
• Strong ability to build relationships with stakeholders, demonstrating patience, diplomacy, and confidence.
• Experience with CRM platforms, patient engagement software applications, EMRs, business intelligence platforms, etc.
• Effective in prioritizing and organizing work under tight deadlines, with a self-starter mentality and strong sense of professionalism and personal accountability.
• Understanding of healthcare industry practices, regulations, and operations.

How We Invest In You

• Compensation : Competitive / equitable salary, bonus or commissions, and equity.
• Healthcare that begins on your first day :
• Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium).
• HSA / FSA plans.
• Short and Long-Term Disability.
• Life and Personal Accident Insurance.
• $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases.
• Weekly virtual yoga classes.
• Employee Assistance Program (EAP).
• Adoption Assistance.
• Retirement : 401(k) at three months of employment with a match upon enrollment!
• Time away :
• Discretionary PTO + 13 paid holidays.
• Parenthood : Competitive paid parental leave and flexible return to work policy.
• Recognition :
• Generous Employee Referral Program - earn cash for each employee referral that is hired.
• Yearly Cipher-versary stipend.
• Ci-Phives - receive public kudos and gift cards from peers and managers.
• Culture :
• CARE2 Values.
• Bi-Weekly All Hands Meetings.
• $40 / employee monthly "Fundowment" for team bonding events.
• Employee Resource Groups such as Rainbow Room and BIPOC Group.
• Yearly donations to organizations that contribute to a more equitable world.
• Weekly Lunch & Learns and robust onboarding / training programs.
• Remote-first team : $50 per month reimbursement in your check for WFH expenses.
• You'll receive a new Macbook laptop, other hardware, and company swag upon hire.

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