CSM - Healthcare

Steer Health transforms healthcare with the industry's most widely adopted Al-fueled patient experience and growth.

At Steer Health, we're creating next-generation consumer engagement experiences with solutions spanning care communication, patient engagement, scheduling, smart notifications, and more.

As a Customer Success Manager, you will be responsible for ensuring high levels of satisfaction, drive adoption, and expand the use of Steer Health products at customer sites. You will work closely with our sales team to identify upsell opportunities and renewal risks and be engaged with cross-functional teams to successfully manage and resolve all issues affecting your customers.

Your ability to organize, follow up, and be proactive about customer issues will provide continuous improvements to your customer’s satisfaction levels. Your technical aptitude for preventing problems as well as solving them will turn your customers into Steer Health advocates and repeat customers. You should have great communications skills with the ability to work with customers ranging from hospital administrators, practice directors, managers, staff, and other key stakeholders, and a proven track record for providing high levels of customer satisfaction

Responsibilities

• Primary point of contact for driving customer success
• Support our customers and partners in their efforts to successfully use and operationalize Steer Health platforms
• Work with sales to identify any renewal concerns or upsell opportunities
• Collaborate and organize both customer personnel and in-house resources to troubleshoot and resolve issues
• Perform customer onboarding, health checks, and proactively alert customers of any impending issues
• Conduct quarterly business reviews for top accounts
• Collect customer feedback and work with Product Management to pre-emptively solve product issues
• Document interactions, paths to resolution, and successes for both customers and internal audiences
• Develop materials and presentations for executive level training and reporting
• Perform strategic analysis of customer portfolios for clients
• Set follow-up actions and provide regular updates on the status of active issues to all stakeholders
• Manage customers issues and satisfaction like a continuous project
• Experience using Jira, Hubspot, Looker, and Canva are a plus

Requirements

Requirements

• Strong verbal, written, and interpersonal skills, as well as excellent planning and organizational skills
• 5-7 years of post-sales/pre-sales with proven experience in engaging with customers
• Must have experience working with sales and product teams
• Experience in project management with a proven track record of managing multiple projects to completion
• Ability to translate and prioritize customer needs/asks to the product team
• Ability to troubleshoot and solve customer issues independently
• Experience in healthcare is required