Customer Success Manager

As part of a fast-growing health-tech company, the OpenMarkets’ Customer Success team is dedicated to empowering our customers to achieve success. We are seeking a motivated and outgoing Customer Success Manager who is not afraid to take the lead in conversations. In this role, you will play a crucial part in the post-sale lifecycle, supporting customer success and generating growth. You will proactively engage with customers, working with both healthcare equipment suppliers and healthcare providers. 

Primary Responsibilities

• Drive enterprise-wide adoption, working with stakeholders to increase platform usage and engagement.
• Provide exceptional customer support, address customer concerns and resolve issues in a timely manner.
• Manage the post-sale lifecycle, own entire customer relationship.
• Build strong relationships with customers, serving as their primary point of contact for inquiries and escalations.
• Deliver compelling product demonstrations to both new and existing customers, confidently navigating the platform and articulating the value of each feature to varied audiences including supply chain, finance, and clinical leadership
• Serve as a platform expert, developing deep fluency in all aspects of the OpenMarkets software to effectively train, onboard, and support customers through every stage of their journey
• Lead customer training sessions for targeted user groups, ensuring all stakeholders understand how to use the platform to meet their specific workflows and objectives
• Proactively support upselling opportunities within the customer base.
• Lead implementation efforts, ensuring successful onboarding and rollout of OpenMarkets solutions across the organization.
• Own all formal reporting and business reviews, sharing meaningful, comparative data insights that will improve performance and customer satisfaction.
• Act as a trusted advisor to customers, understanding their business objectives and best aligning our solutions to meet their needs.
• Stay up to date on industry trends, best practices and competitor offerings to ensure the delivery of proven customer success.
• Maintain in-depth knowledge of OpenMarkets software.
• Collaborate with sales, marketing and product development colleagues to facilitate a smooth onboarding process and ensure timely deliverables.
• Closely monitor platform activity to ensure process improvement and proactively take action to mitigate risk.

Preferred Skills

• 2-3 years of experience working in B2B customer success or marketing (preferably in tech or healthcare).
• Curiosity and willingness to understand customer needs and supply creative solutions to solve for them.
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish long-lasting customer relationships.
• Strong strategy and problem-solving skills (e.g., identifying client needs, creating mutually agreeable plans, managing relationships with diverse stakeholders, solving issues collaboratively).
• Knowledge of (or interest in) learning about healthcare purchasing.
• Ability to work from home and engage constructively with colleagues remotely.
• Ability to collaborate effectively and support colleagues for the benefit of the customer with a high sense of urgency and excellent organizational skills.
• Experience using a CRM and proficient at working with data in Excel.

What We Offer

• Full healthcare benefits (medical, dental, vision)
• 401k retirement plans with a 4% match
• Generous paid time off policy
• Maternity/paternity leave options
• Student loan repayment assistance