Customer Success Manager

You could say Brightree by ResMed is a technology company. And that's true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us-for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers' businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.

To learn more about Brightree technology and solutions watch this short video by our CEO: https://www.brightree.com/whychoosebrightree

Let's talk about the team:

CitusHealth is looking for a Customer Success Manager (CSM) to partner with assigned customers to learn their pain points and match prescriptive workflows not yet adopted and drive adoption. The CSM role is pivotal to our success related to customer retention and expansion of use by our existing customers. This individual will assist customers by tailoring an expansion plan, training content and presenting best practices while remaining vigilant for any opportunities to add additional use cases. The CSM will drive engagement to create CitusHealth Champions, participation in case studies with overall referenceable status within the account's healthcare segment. This team member will also assist in developing solutions and programs to support our customers at scale. This team member will also participate in process improvement discussions as the customer success team tries to find new and improved ways to bring value and service our customers.

Let's talk about role:

• Manage and coordinate multiple customer expansion and retention plans
• Gather customer requirements through interview and analysis and translate to Citus' capabilities with prescriptive workflows
• Track project plans, and report project progress to appropriate partiesusing approved communication tools and methods
• Participate in knowledge transfer sessions, product training and other strategic initiatives, as needed
• Provide a mixture of remote and onsite customer Quarterly Business Reviews and/or other strategic meeting needs
• Consult with customers on system configuration based on product and industry best practices
• Facilitate touchpoints and status meetings with customers in a timely and professional mannerwith documentation accurate and timely in CRM platform
• Work collaboratively with Citus' Support and Development (DEV) team members, as needed
• Contribute to the development of best practices, project standards and methodologies to improve efficiency and effectiveness of managing our customers through their journey to obtain a return on their investment
• Troubleshoot functional issues arising from expansion projects and communicate effectively to the customer. Advocate for the customer with Support and document Voice of the Customer enhancement request
• Escalate and effectively communicate product issues to Citus support and leadership, as appropriate
• Maintain working knowledge of Citus' solutions, platform features and best practices
• Maintain an accurate and timely record of task and communication history in the CRM tool, as instructed
• Respond timely to customer and leadership emails, text or phone calls
• Be accountable and participate in the team and customer's collaboration efforts

Let's talk about you:

• Minimum 3 years of experience in customer-facing roles
• Minimum of 1 year of experience in a CSM healthcare software role, preferred
• Minimum of 1 year of experience in creating and providing training directly to end users, project teams
• Successful experience in SaaS software implementation, expansion and retention roles
• Post-Acute healthcare related experience preferred
• Ability to work remotely and be an independent and enthusiastic team player
• Willingness to participate in after-hours conference calls with customers residing in different time zones
• Excellent written and verbal communication skills
• Creative problem solver with focus on quality
• Ability to assess a situation or problem, apply critical thinking skills, develop and communicate a solution and plan for a resolution
• Proficient in Microsoft Office including power point (or other presentation software) creation and presenting content with confidence

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#LI-REMOTE

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!