Customer Success Manager - Breakthrough

(This is a remote role) 

Our purpose at Breakthrough is to help people solve their health challenges naturally. We help private practices educate the community and enroll patients through our patient demand platform. Every month, the platform generates over $5M in patient revenue for practices and helps thousands of people avoid surgeries, pain medication, and other invasive procedures by finding natural solutions.

At Breakthrough, our people are the heart and soul of our success. We are passionate, dedicated, and driven. Our teammates have the grit to get things done in ambiguous environments, the teamwork drive to put the team ahead of self, and the desire to continue to learn and grow throughout their careers.

The Customer Success Manager is responsible for end-to-end customer success management for a defined set of customers. You will leverage your account management skills to foster strong relationships in order to ensure clients achieve their goals while also bringing marketing expertise to the customers.

If you are passionate about helping people get back to health naturally, and you love to work for a driven company, we want to talk to you!

Responsibilities

1. Onboarding and Training: This role involves creating tailored onboarding programs for new clients and conducting comprehensive training sessions, focusing on software, products, and soft skills. It also entails providing strategic guidance throughout the onboarding process to ensure a smooth transition.
2. Customer Relationship Management: Proactively managing 35-50 customer relationships from post-launch to renewal, the Onboarding Specialist works closely with customers to drive product adoption and ROI. They take charge of each customer's marketing strategy and collaborate across teams to ensure positive customer outcomes.
3. Retention and Growth: Responsible for retaining and growing the client base, the specialist communicates regularly with customers, tracks adoption trends, and identifies opportunities for expanded services. They also represent the customer's voice in influencing sales and product development decisions.
4. Subject Matter Expert: In this capacity, the specialist serves as a subject matter expert, offering guidance on various topics, including marketing strategy and patient retention. They conduct web-based training, deliver best practice presentations, and provide data-driven insights on product usage and financial metrics to business owners.

Experience 

2+ years  within a  customer success organization 

Skills

• Excellent verbal and written communication
• Motivated self starter; team player
• Proficient at establishing relationships with customers and internal teams
• Able to identify and pivot customer relationships to facilitate retention and drive upsells
• Able to flourish in a high growth environment where change is constant
• Proficient in Salesforce and other cloud-based tools
• Basic understanding of Facebook, Instagram and other social media platforms

Why Breakthrough

You will be part of a transformative company. Our mission is to help people in pain get back to normal naturally (instead of overusing pharmaceuticals or getting unnecessary surgery).

Other Awesome Benefits About This Opportunity

• Completely virtual. We don't have an office (and never have). We care about your results and impact on the business and want our team to live and work wherever they want.
• We have an amazing team of incredibly driven people who are constantly learning, growing, and encouraging one another.
• Work life balance environment - we care that you are personally and professionally taken care of.

Our Values = Your Values:
This is for you only if you align with our values:
Elevate Others
Be Real
Beginners' Mind
Own The Results
Up for the Challenge
Driven
Seeks to Understand the Customer First‍⚕

Please Note: Interviews for this position are expected to begin in early 2025, with the application deadline for consideration set for 1/15/25. We appreciate your patience throughout the process, as there may be a delay in response due to the high volume of applications. Thank you for your understanding and interest in joining our team!