Client Success Manager

Sage is on a mission to improve care and quality of life for older adults, starting with those residing in senior living facilities. Falls are the leading cause of injury-related death among adults over 65. And yet, fall prevention and emergency response systems for older adults are archaic and ineffective. At Sage we've built a more modern way of understanding when older adults need help, including methods for residents to alert caregivers when in need of help, and corresponding software for caregivers to triage response. Our company mission is to create a product that our client counterparts love, and this role is a key part of that objective.

Sage is a small, tight team of ambitious, multi-disciplinary entrepreneurs. We are a software-enabled, mission-driven company, and are focused only on the problems that are central to achieving that mission. At Sage, we work hard and fast but also know that to build a truly important company, we need to treat our work as a marathon, and not a sprint. The journey matters.

Sage is actively searching for a Client Success Manager to develop and nurture key stakeholder relationships at the individual facility and regional levels, and own strategy and execution of Sage customer support. The goal of the CSM role is to create and maintain long-lasting relationships with care staff, managers, and regional leaders, and develop a scalable support framework that provides excellence in customer service for our end users. As part of the Client Success team, you will be responsible for defining and driving success for clients, while ensuring end-user engagement, satisfaction and utilization with our product. 

This position will require regular domestic travel to spend time in-person with our facility partners and in owning customer support, this position will also require ad-hoc after-hours and weekend attention when responding to urgent customer needs.

A few logistical details:

• This role is NYC-based.
• Most of us in the NYC area split our time between home and Sage’s office near Union Square.
• Candidates must be eligible to work in the US without visa sponsorship.
• Salary range: $100,000–130,000 depending on experience

• Build strong partner relationships with management and staff at facilities, in addition to regional corporate stakeholders
• Define success for clients and develop strategies to achieve established goals
• Generate excitement and motivate staff to use the product and be advocates for Sage
• Manage customer support, building processes and managing tools to help us scale; including incident response protocols, risk mitigation, etc.
• Observe and understand how users are using Sage, identify areas of improvement and communicate feedback to teams internally; you are the voice of the customer
• Organize and report usability issues to the internal team on a weekly basis
• Create and share weekly analytics reports with facility and regional partners; derive insights from data to help drive efficiencies

• Bachelors Degree
• At least five (5) years of experience working in a client success, account or project management role
• Excellent written and verbal communication skills
• Proven experience owning and managing client relationships
• Strong operational skills with modern productivity software
• Data-driven mindset with ability to problem solve and wear multiple hats
• Self-starter with desire to take ownership of key company initiatives and drive success; thriving in ambiguity and not scared of a challenge
• Passion for Sage's mission to improve care for older adults and their caregivers

• Experience working in client success and building digital tools to scale processes
• Experience with Zendesk desired
• Experience building and leading a team preferred

Our headquarters are located in New York City's lively Meatpacking district. We believe in cross team collaboration. We think good ideas can come from anyone, and we've designed our processes to encourage participation from all. While we take our mission seriously, we don't take ourselves too seriously. We like to host offsites, outings, and team meals where we can connect as people, not just as colleagues. We offer office lunches several days a week and a fully stocked snack bar.

Our benefits package for employees includes competitive base compensation along with stock options.  We feel that you should be paid well for your contributions to our mission, and that you should stand to gain as we grow and succeed.  We also provide fully-paid health insurance coverage for all of our employees.