Senior Customer Success Manager

Title: Senior Customer Success Manager (Sr. CSM)Employment Type: Full-Time (FTE)LocationRemoteCompensation$80,000 - $110,000 OTE based on experience and qualificationsCompanyPointCare is a B2B Healthcare SaaS company that provides U.S. health coverage management services aimed at streamlining healthcare accessibility for publicly covered patients nationwide.PointCare's mission is to make public health coverage work for the 90M+ Americans who can't afford healthcare and don't know how to access it properly. We do this by transforming how providers manage millions of patients annually, and we believe that fixing problems in coverage management will increase the quality, and reduce the cost, of healthcare for everyone.Our vision is to enable health systems to discover, secure, and manage public coverage for their members. This allows all care to be compensated for health systems while providing financial security for members.RoleReporting to the Head of Customer Engagement, you will play a crucial role as the voice of the customer (VOC) growing our business through management of customer relationships, value narratives, and stakeholder collaboration. As a Senior Customer Success Manager, you will ultimately be expected to own and develop your book of business independently, leveraging the resources at your disposal. Your primary responsibilities will be the following:Business Acumen: operate in a way that serves both the customer and companySubject Matter Expertise: become a trusted advisor with a consultant mindset that understands the industry and product at an advanced levelRelationship Management: keep stakeholder sentiment as high as possible, while maintaining internal alignment towards executionProject Management: manage expectations, timelines, and deliverables in a responsible and timely mannerOperational Excellence: ensure calls, data, and notes are organized in a visible and actionable manner for efficient collaboration and executionTo be successful in this role, you will need the following core skills:Strong communication required to manage internal and external stakeholder expectations, while coordinating collaboration toward strategic executionStrong critical thinking required to correctly gather, break down, and solve various internal and external problemsStrong attention to detail required to stay on top of proactive administrative work Strong presentations required to strategically guide and execute on callsYou will be expected to collaborate with the following stakeholders:External: Executives, Technical, Marketing, Providers, Billing, Project ManagersInternal: Marketing, Sales, Product, and OperationsYour overall performance will be measured by:Net Revenue Retention (NRR): book-of-business growth and churn mitigationTime-to-value (TTV): efficient customer onboardingsCustomer Satisfaction (CSAT): positive customer experience, including with youNet Promoter Score (NPS): customer willingness to refer othersQuarterly Performance Reviews: core skills, strengths, weaknesses, goalsQuarterly Milestone Projects: TBD each quarter, project plan creation expectedIdeal Qualifications3+ years in Customer Success, Account Management or related roleOwn and grown a multi-million dollar book-of-businessStartup or small company experience, bonus if in health-techU.S. health insurance experience is a bonusProficient with G-suite, Salesforce, and CanvaBenefits100% remote10% travel expected including 3-day quarterly company onsite'sFlexible PTO, paid sick leave, and company holidays100% company paid medical, dental, and vision coverageOption between work phone or personal phone stipend (BYOD)Matching 401(k) policyExpected TimelineRecruiting and interviews: 1/10 - 2/15Tentative offer extended: 1/15 - 2/15Tentative start date: 2/15 - 3/1

Created: 2025-01-15