PatientPing is a Boston-based care collaboration platform that reduces the cost of healthcare and improves patient outcomes by seamlessly connecting providers to coordinate patient care. The platform enables providers to collaborate on shared patients through a comprehensive suite of solutions and allows provider organizations, health plans, governments, individuals and the organizations supporting them to leverage this real-time data to reach their shared goals of improving the efficiency of our healthcare system.
Location: Boston or Remote
PatientPing is looking for an experienced customer success manager (CSM) to join our growing Customer Success team. The CSM will work primarily with our hospital and health system customers and be responsible for managing key stakeholder relationships, evaluating adoption and engagement, and ensuring retention across their customer portfolio. Key responsibilities will include, but are not limited to:
Building strategic partnerships with key customer stakeholders by being a trusted partner and subject matter expert
Demonstrating value and ROI of the PatientPing tools and services through check-ins and business reviews
Analyzing trends in engagement and outcomes data, alongside industry and regulatory changes, to ensure your customers long-term success with PatientPing
Identifying opportunities to deepen customer relationship across customer lifecycle
Collaborating with other customer- and user-facing teams, as needed
What Success Looks Like
Success in 3-6 months...
Learn PatientPing products, customer segments, and industry trends
Master key customer use cases and best practices, as well as buyer motivation
Learn PatientPings commercial strategy and business priorities
Lead strategic business reviews with customers independently
Grow relationships with Sales and Solutions counterparts
In 12 months...
Deliver customer roadmap for key hospital and health system customers
Ensure alignment between customers roadmaps and company goals
Be a go-to subject matter expert on industry and regulatory issues
Represent the voice of the customer and guide product and services decisions
Meet quarterly and annual retention goals and KPIs
What You Need:
A candidate with an interest in healthcare and technology and demonstrated ability to learn quickly.
2-4 years of experience in B2B SaaS account management or customer success
Healthcare experience required; hospital and health system background preferred
Proven ability to build and maintain executive-level relationships
Strong organizational and project management skills
Excellent verbal and written communication skills
Curiosity and openness and willingness to learn quickly
Dependable and able to work independently
Advanced understanding of Microsoft Word, Excel, and PowerPoint
PatientPing is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.