Customer Success & Implementation Manager

Company Overview:

We are a trailblazing health tech company on a mission to revolutionize the way senior care communities manage their residents and staff. Our innovative software platform is transforming the senior care industry by improving health outcomes for our residents, while streamlining operations and reducing costs for senior care communities. We have raised $6.5M in our first year of operations and are experiencing rapid growth. We are looking for a customer success & implementation manager to join our team and help support our customers.

:

The Customer Success Manager & Implementation Manager is responsible for ensuring that customers are successful from the moment they sign up for our service. You will guide them through the onboarding process, understand their needs, migrate their data and ensure that they know how to make the most out of our product.

Key Responsibilities:

• Identify upsell and cross-sell opportunities.
• Act as the main point of contact for new customers, guiding them through our onboarding process.
• Migrate data from customers current systems to the ExaCare platform
• Collaborate with Sales and Product teams to ensure a seamless customer experience
• Track customer metrics and KPIs to gauge the health of accounts
• Assist in developing personalized onboarding plans and monitor customer progress
• Provide technical support and troubleshoot issues as they arise
• Conduct regular check-ins and QBRs (Quarterly Business Reviews) to ensure customer satisfaction.

Qualifications

• Bachelor’s degree
• Technical aptitude
• 2-3 years of experience in customer success or similar roles
• Exceptional communication skills
• Strong project management skills
• Customer-focused mindset