Senior Customer Success Manager

Title: Senior Customer Success Manager (Sr. CSM)

Employment Type: Full-Time (FTE)

Location: Remote (U.S. Only)

Compensation: $80,000 - $110,000 OTE based on experience and qualifications

Company

PointCare is a B2B Healthcare SaaS company that provides U.S. health coverage management services aimed at streamlining healthcare accessibility for publicly covered patients nationwide.

PointCare’s mission is to make public health coverage work for the 90M+ Americans who can’t afford healthcare and don’t know how to access it properly. We do this by transforming how providers manage millions of patients annually, and we believe that fixing problems in coverage management will increase the quality, and reduce the cost, of healthcare for everyone.

Our vision is to enable health systems to discover, secure, and manage public coverage for their members. This allows all care to be compensated for health systems while providing financial security for members.

Role

Reporting to the Head of Customer Engagement, you will play a crucial role as the voice of the customer (VOC) growing our business through management of customer relationships, value narratives, and stakeholder collaboration. As a Senior Customer Success Manager, you will ultimately be expected to own and develop your book of business independently, leveraging the resources at your disposal. 

Your primary responsibilities will be the following:

• Business Acumen: operate in a way that serves both the customer and company
• Subject Matter Expertise: become a trusted advisor with a consultant mindset that understands the industry and product at an advanced level
• Relationship Management: keep stakeholder sentiment as high as possible, while maintaining internal alignment towards execution
• Project Management: manage expectations, timelines, and deliverables in a responsible and timely manner
• Operational Excellence: ensure calls, data, and notes are organized in a visible and actionable manner for efficient collaboration and execution

To be successful in this role, you will need the following core skills:

• Strong communication required to manage internal and external stakeholder expectations, while coordinating collaboration toward strategic execution
• Strong critical thinking required to correctly gather, break down, and solve various internal and external problems
• Strong attention to detail required to stay on top of proactive administrative work 
• Strong presentations required to strategically guide and execute on calls

You will be expected to collaborate with the following stakeholders:

• External: Executives, Technical, Marketing, Providers, Billing, Project Managers
• Internal: Marketing, Sales, Product, and Operations

Your overall performance will be measured by:

• Net Revenue Retention (NRR): book-of-business growth and churn mitigation
• Time-to-value (TTV): efficient customer onboardings
• Customer Satisfaction (CSAT): positive customer experience, including with you
• Net Promoter Score (NPS): customer willingness to refer others
• Quarterly Performance Reviews: core skills, strengths, weaknesses, goals
• Quarterly Milestone Projects: TBD each quarter, project plan creation expected

Ideal Qualifications

• 3+ years in Customer Success, Account Management or related role
• Own and grown a multi-million dollar book-of-business
• Startup or small company experience, bonus if in health-tech
• U.S. health insurance experience is a bonus
• Proficient with G-suite, Salesforce, and Canva

Benefits

• 100% remote
• 10% travel expected including 3-day quarterly company onsite’s
• Flexible PTO, paid sick leave, and company holidays
• 100% company paid medical, dental, and vision coverage
• Option between work phone or personal phone stipend (BYOD)
• Matching 401(k) policy

Expected Timeline

• Recruiting and interviews: 1/10 - 2/15
• Tentative offer extended: 1/15 - 2/15
• Tentative start date: 2/15 - 3/1