Customer Success Manager

Job description

Tired of building the next "app" that does not solve a real-world problem? Ever wanted to actually change the world in some meaningful way? Work with a company that is ready to change the basis of healthcare communication by creating a platform for collaborative exchange of patient information between specialist providers. We are bringing the power of modern technology to healthcare, solving real problems, and improving patient care.

Candidate must work Pacific or Mountain time zone business hours, but can live in any time zone.

About ReferralMD

ReferralMD, founded in the San Francisco SaaS revolution, is an enterprise healthcare technology company with a mission of optimizing interoperability among health systems, providers, insurance companies, and patients. We offer a comprehensive platform of solutions, including referral management, e-consults, fax management, patient access and engagement, marketing CRM and analytics.

Job Overview

ReferralMD is seeking an enthusiastic, curious professional with a passion for improving healthcare through technology. The Customer Success Manager role is a unique chance to work for a fast-growing company, with opportunities to grow into future roles in Product, Customer Success, Marketing, and more.

As ReferralMD’s new Customer Success Manager, you'll be supporting our Customer Success Team to ensure delivery of world-class customer experience, including account management, customer support, training and onboarding. While you’ll be the face of the company to our users, you’ll also be the voice of the customer to our Product Team. Bring feedback, suggestions, and ideas to help shape the trajectory of the product.

Responsibilities

• Drive customer success after go-live by monitoring key performance indicators (KPIs), identifying optimization opportunities, and introducing new features to maximize return on investment for the customer.
• Manage support channels (chat, email, and phone) to ensure timely responses aligned with SLAs, and triage technical issues by routing them to the Product Team.
• Train and support end-users through web-based sessions, ensuring effective adoption of the platform.
• Manage tasks related to customer implementations and onboarding.
• Identify and recommend process improvements, tools, and best practices to deliver the best customer experience.
• Assist in creating product documentation and knowledge base content, including release notes, training materials, FAQs, and videos.

Qualifications

• 3-5 years of customer-facing experience, preferably in a SaaS, EHR or other healthcare technology company.
• Four-year university/college degree required.
• Experience training end-users on software platforms, ideally including EHR systems.
• Healthcare experience, particularly with electronic health record systems, is a plus.
• Enthusiastic about joining a growing team focused on improving healthcare.
• Self-starter with a positive attitude and strong sense of empathy.
• Excellent written and verbal communication skills.
• Highly organized with strong attention to detail.
• Adaptable and eager to learn, improve, and take ownership of your work.

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Education:

• Bachelor's (Required)

Experience:

• Customer relationship management: 3 years (Required)
• software training: 1 year (Preferred)

Work Location: Remote