Customer Success Manager

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Archive Job Description

Want to work for a mission-driven company that changes the way healthcare is accessed in the United States? Amino empowers patients to evaluate their healthcare options and make smart decisions about their care. Our digital healthcare guidance platform provides a fast, easy way to search for providers, book appointments, and access health benefits. By guiding patients to high-value care, we save employers and their employees time and money.

The role

Amino is looking for a proven Customer Success Manager to manage a set of accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention. This person will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted advisor.For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact.

Responsibilities

  • Develop and build strong relationships with the customer, partners, peers, and other key stakeholders
  • Own and execute the strategy for customer and member engagement to ensure strong initial adoption and ongoing member engagement
  • Serve as the customer’s primary interface to manage issue resolution
  • Perform periodic customer success reviews that confirm satisfaction, convey value and ensure alignment with customer goals
  • Develop tools, processes and best practices to ensure customers are receiving and recognizing the greatest possible value from Amino
  • Analyze member engagement data with Amino to gain insights and inform iterative improvement of product feature set and customer engagement strategies
  • Work closely with the Sales and Product teams to share customer insights that inform additional product and service sales opportunities
  • Support customer transitions from late-stage sales through implementation process and launch to maximize knowledge transfer of customer needs from sales into the customer success team
  • Collaborate with implementation managers during initial customer onboarding and launch to ensure smooth, on-time rollout

Your skills and experience

  • Account management experience, preferably for a similar SaaS company
  • Track record of retaining valuable customers, delivering on KPIs, and managing a diverse customer account base
  • Outstanding project management skills across a varied set of responsibilities
  • Passion for working with the healthcare industry and a desire to deeply understand consumer trends in benefits, use cases, and technical elements
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical stakeholders in large enterprises
  • Skilled at building customer trust through understanding and consistently addressing customer requirements
  • Willing to travel periodically based on customer and business need

We offer:

  • A collaborative (and growing!) team, driven by our values: show compassion, raise the bar, stay curious, and act with integrity
  • A remote-first environment where we believe you can thrive from anywhere (we’re currently collaborating across 21 states, though we intend to gather semi-regularly come 2022)
  • Health, dental, and vision insurance
  • Unlimited PTO with a company-wide minimum time off culture – We support Aminos in taking the time they need to rest, recharge, take care of themselves and their loved ones, and be active in their communities. We strongly encourage our people to take at least 15 days off per year, with at least 2 days off per quarter – and they are welcome to take as much time beyond that as they need to be their best selves, at work and at home.
  • 401K & FSA programs
  • Reimbursement for building the WFH setup of your dreams
  • 16-weeks paid leave for all parents

Our Values

We are a small team who believes that success is a group activity. You should expect to learn from everyone at Amino, and be excited to share your knowledge. You will play a big part in influencing the shape of the product and be empowered to provide your thoughts and ideas.

We believe in collaboration, respect, and curiosity. We believe in having a growth mindset, and have a passion for solving problems that have never been faced before. Everyone’s input is valued, be it about code, data models, business models, or product ideas.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We know the reputation and track record that the tech industry has, and work hard to be exceptional in this regard.

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