Customer Success Manager

Customer Success Manager

At Chorus we know that Customer Success = Customer Experience + Customer Outcomes.  We are seeking a dynamic, adaptable and technical Customer Success Manager to join our team.  As a Customer Success Manager as Chorus, you will play a pivotal role in ensuring the success and satisfaction of your book of business. This position demands a blend of consultative skills, self starter mentality and a knack for deep listening and inquiry in a fast paced, growing startup.  The ideal candidate will have experience working in startup environments, possess excellent communication skills, and demonstrate the ability to navigate ambiguity while driving results. This role offers ample room for professional growth and the chance to work collaboratively across functions.  If you thrive on building strong client relationships, championing customer outcomes and collaborating across teams, we want to hear from you!

What You’ll Do: 

• Develop and maintain a strong, long lasting relationship with a portfolio of clients
• Understand client needs thoroughly to gather requirements and drive toward innovation
• Collaborate cross functionally with sales, technical project managers, product and support teams to ensure a seamless customer experience.
• Lead value driven account planning sessions with stakeholders to align on customer goals with the goal of developing and executing action plans for success. Translating technical configuration requirements into client facing scope of work.
• Act as a liaison between clients and internal teams to advocate for customer needs and influence product roadmap.
• Stay up to date about product updates and industry trends within the behavioral health sector to align offerings with client needs.
• Effectively manage escalations and resolve customer issues with a focus on maintaining high levels of customer satisfaction.

The Experience You’ll Need:

• 3+ years of customer success, account management, consulting or other related field,  preferably in a startup environment
• Proven track record of building and maintaining strong client relationships
• Deep experience working with technical products or services, specifically relational databases or products that are highly customized to the client
• Ability to communicate and collaborate effectively with stakeholders at all levels internally and externally, from frontline users to executives
• Strong analytical skills with the ability to interpret data, identify trends and propose solutions that meet customer needs.
• Self starter and adaptable mentality with the ability to thrive in a fast paced, entrepreneurial environment
• Passion for customer advocacy and commitment to delivering value and an exceptional customer experience
• Highly organized with the ability to manage multiple work streams, prioritize tasks, and meet deadlines.

Nice-to-have skills:

• Direct experience in EHR, CRM, and web applications. 
• Experience in the behavioral health space
• Familiarity with service driven organizations is a plus.
• Proficiency in CRM software such as HubSpot, Zendesk, and CS Tools.

Why You'll Love Working With Us

• Engage with an exciting, fast-growing, and diverse group of coworkers dedicated to improving lives by breaking down technology barriers.
• Enjoy performance bonuses 
• Options for equity in the company.
• Full medical, dental, vision, life insurance, and 401(k) benefits including 401 (k) match.
• Hybrid work flexibility 
• Unlimited paid time off.
• Chorus is an equal opportunity employer.

Base Salary: $70,000-80,000

Total compensation package also includes performance bonus and stock options. Final compensation will vary based on experience and various other factors.