Customer Success Manager - Inbox Health

Inbox Health is a fast-growing, venture backed technology company on a mission to reinvent how patients pay for healthcare. We’re looking for an experienced Customer Success Manager (CSM) with a successful track record of working with health care organizations.

Our CSM team works with medical billers to onboard their independent medical practices onto our advanced patient engagement solution. We are looking for a CSM who understands how to navigate organizations with multiple stakeholders, delivering value across a portfolio of customers. Part sales person, account manager, consultant and product expert, our CSMs are continually focused on helping our customers improve their patient engagement experience and be successful with Inbox Health.

The right candidate will be able to

• Empathize with every aspect of the customer experience, putting customers’ needs first
• Articulate our value proposition in a compelling manner to drive adoption of our solution - demonstrate solid sales skills to motivate existing clients comprised of medical billers and their practices to roll out our solution
• Meet and exceed monthly performance metrics
• Coach medical billers to be product experts and train their teams on Inbox Health best practices so they become increasingly self-sufficient
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Identify common customer challenges and actively suggest better solutions
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
• Drive customer references and case studies
• Dig into and understand our software application in order to support the onboarding and lifecycle needs of your client portfolio (i.e. technical aptitude)
• Balance customer preferences/needs with enthusiasm to meet company objectives
• Project manage multi-month onboarding projects - great organizational skills are critical
• Support administrative functions such as revenue forecasting and Accounts Receivable for your client portfolio
• Identify at-risk customer accounts and execute a retention plan which might involve negotiation, re-onboarding, customer service, and cross-team collaboration
• Work well in a start-up environment - coordinating with support and engineering teams on customer requirements

Requirements

• 4+ years account management, customer success or sales experience
• Healthcare (specifically revenue cycle management) experience preferred
• Bachelor’s Degree preferred
• Articulate and well accustomed to a client facing role
• SaaS experience a plus
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills and experience building strong internal and external relationships.
• Consistent track record of highly-professional customer success in a fast paced, dynamic environment
• Diplomacy, tact, and poise under pressure when working through customer issues
• Accountability and personal organization are essential
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Familiarity with use of a CRM system
• Proficiency in Google suite applications preferred
• Excellent verbal and written communications skills

Additional Details

Location: Flexible working environment with three days/week in our New Haven, Connecticut-based office.

Compensation: The annual salary for this role is $60,000 - $90,000 plus commission. The actual pay within this range depends on many factors, such as education, skills and experience. Base pay is only one part of Inbox Health's competitive total compensation package which includes benefits, perks and bonus. The base pay range is subject to change and may be modified in the future.

Equal Opportunity Employer Information

Inbox Health is an equal opportunity employer and we value diversity at our company. We actively seek a diverse applicant pool and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Benefits

• 100% Medical, Dental, & Vision Coverage, with option to extend to your family
• Paid parental leave
• Company-sponsored 401k
• Flexible hybrid schedule
• Weekly provide company lunch and regular company events