Client Success Manager, New Markets

You are an experienced Customer Success Manager with superior relationship management skills, intent on helping a tech organization achieve its mission by building strong relationships with clients and driving deeper into accounts. We’re EngagedMD and we have a patient journey application used by more than 2 million users nationwide and internationally since its launch, and we continue to see enormous growth and adoption from medical clinics across multiple markets. This is an exciting opportunity to join us in our mission to help carers carry on caring. 

You will have the opportunity to join the team leading EngagedMD’s expansion into new healthcare markets. You’ll manage our client relationships and proactively work to ensure that clinics in our new healthcare specialties are using the platform to achieve their goals, minimize churn and drive growth in net revenue retention, and act as the voice of the customer to communicate trends and needs back to internal teams. To achieve these goals, you’ll also collaborate closely with our Business Development, Video Experience, Support, Product, and Professional Services teams. 

This fully remote role reports to our Director of New Market Readiness, and candidates are required to reside in the United States. This role will require occasional travel, including 1-2 short trips per quarter to conferences and client sites. This role requires legal authorization to work in the United States. EngagedMD is unable to sponsor current H1B visa holders for this role.

What You’ll Do

• Build and grow relationships with key users and executives within your SMB accounts to identify opportunities for optimization and growth
• Partner with your leader to support the needs of enterprise accounts in each specialty
• Partner with clinics to ensure that they meet the goals they identify during the sales process
• Act as a utility player within the New Markets team, jumping in to support on research and special projects as they relate to new market growth
• Roll out new product offerings among your accounts, ensuring that clinics continue to get as much value from the EngagedMD platform as possible
• Drive additional revenue generation by cross-and-up selling your existing accounts
• Add value to the New Markets team by enthusiastically collaborating with other team members and improve processes
• Collaborate with our product teams and regularly communicate opportunities to improve the experiences of users in each new specialty 
• Manage the implementation process for new customers, working closely with Professional Services to help new customers get to value quickly
• Collaborate with the Professional Services and Customer Support teams to provide an ongoing high-quality customer experience

 What You’ll Bring

• 3+ years of experience in SaaS Customer Success or Account Management
• Prior experience helping customers implement a SaaS product 
• Ability to manage multiple priorities simultaneously and with urgency
• Strong critical thinking and problem solving skills, bringing your growth mindset to all you do
• Bias towards curiosity and seeking to understand
• Ability to innovate and challenge the status quo
• A mission-driven orientation to all you do 
• Superior written and verbal communication skills
• Ability to work autonomously and thrive in a small, fast-paced organization 
• Bachelor’s degree or equivalent career experience

It’s Also Nice If You…

• Have at least a passing familiarity with the healthcare industry
• Have successfully worked remotely with distributed teams in the past

What We Offer

• Competitive compensation and equity
• Medical, dental, and vision coverage heavily subsidized by the company
• Open Paid Time Off
• Generous paid holidays
• Paid parental leave
• 401(k) retirement savings plan 

EngagedMD is an equal opportunity employer. We’re committed to diversity, equity, and inclusion. We believe our company and products are made better by the varied perspectives of our employees, each of whom we seek to empower and support in their individuality. We hire our team members on the basis of merit, qualifications, and the needs of our business in order to best achieve our mission to help carers carry on caring. Pursuant to this commitment, EngagedMD will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected].

About EngagedMD

At EngagedMD, we embrace a mission-driven culture where committed individuals come together to make a real difference in healthcare. Our core values of integrity, collaboration, impact, recognition and growth inform how we work together. They also make possible our culture of belonging and excellence where our team members can be themselves, grow professionally, do their best work, and be rewarded for it. Join us today in our mission to help carers carry on caring.