Customer Success Manager

About the Role

We are seeking an experienced Customer Success Manager who can thrive in a high-growth, entrepreneurial environment. You will be responsible for the complete post-sales lifecycle of a Particle Health customer, driving business success, expansion, retention, and renewal.

This is a highly visible role and provides an opportunity to make a direct impact on the growth of the company. You will become a trusted advisor to customers, deeply understand their business and needs, and help them maximize the value they get from Particle Health. You will also contribute to our growing department through the creation of processes and materials. Experience working with customers in the healthcare space is required, ideally digital health companies.

What You’ll Do:

• Own customer relationships and work with customer stakeholders to ensure alignment between their business and product priorities 
• Establish upstream relationships with existing customers, setting up Particle to expand reach and influence within organizations
• Develop a deep understanding of customer ROI and data workflows
• Serve as a healthcare data and business advisor by educating customers on the use and benefits of our products
• Drive overall account health including product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
• Perform quarterly business reviews, identify and close product expansion opportunities
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Marketing, and Sales to help drive and inform the product roadmap
• Work closely with the implementation team to ensure a seamless transition into continuing support
• Be fastidious when it comes to Salesforce. Maintain a single, detailed source of truth for all activities related to your accounts, as well as regular ongoing status updates detailing any perceived expansion opportunities or risks to the relationship

What We Look For:

• Mission-Oriented: You're passionate about building a business that transforms healthcare in the United States
• Team-Oriented: You prioritize the good of the business over one function or individual; transparent, open
• Client-Oriented: You are a people person who absolutely loves clients. You’re intrigued and energized by getting in the weeds, understanding their businesses as if they were your own, and presenting solutions to guide them toward their goals
• Effective Communicator: You have outstanding presentation skills; you're a confident writer and natural conversationalist
• Collaborator: You're a relationship builder, consensus builder, and bridge builder with a low ego
• Ownership: You're entrepreneurial, self-driven, and autonomous with a bias toward action
• Results-Oriented: You're outcomes-focused, persistent, and goal-driven with strong attention to detail
• Adaptable: You're flexible, comfortable with ambiguity and change, and focused on what's next

Required Qualifications

• 5+ years of experience in a client-facing role, ideally customer success and/or sales, preferably working with a technical product
• Experience working in a healthcare environment, ideally with digital health companies
• Strong focus on learning and understanding the goals and strategies of customers
• Proven track record of achieving growth targets and goals
• Comfort and confidence presenting to the C-suite
• Ability to navigate data and people to find solutions
• Proven track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions

Nice to Have

• Experience working with and selling APIs
• Experience working with and selling to digital health companies and health systems
• Working knowledge of value-based healthcare contracting

Benefits

• Unlimited PTO
• Remote OR Hybrid Work Environment
• 100% Paid Health Benefits
• Employer Funded 401(k) Match
• 14 Week Parental Leave
• Mental Health Benefits
• Fully Paid 1 Week Shutdown in the Summer 
• Fully Paid 1 Week Shutdown in the Winter 

Cash Compensation Range: $100,000 - $140,000

#LI-Remote

Particle Health is an equal opportunities employer, and we 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.