About the Role

Particle Health seeks an energetic and experienced Customer Success Manager who can thrive in an high-growth, entrepreneurial environment.  This person must be a highly organized self-starter with a problem-solving mindset.  Particle Health’s Customer Success Managers are ultimately responsible for the complete post-sales lifecycle of a Particle Health customer and are crucial to driving business success, expansion, retention, and renewal.

This role is highly visible and provides a direct impact on the growth of the company. You will become a trusted advisor to these customers, deeply understand their business and their needs, and help them maximize the value they get from Particle Health. Ideal candidates are excited to contribute to our growing department through creation of processes and materials. 

Areas of Responsibility

• Own customer relationship and work with customer stakeholders to ensure alignment between their business and product priorities 
• Serve as a healthcare data and business advisor and educate 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 and identify 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

Ideal Candidate Profile

• 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 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

QualificationsRequired

• 3+ 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
• Strong focus on learning and understanding the goals and strategies of customers
• Proven track record of achieving growth targets and goals
• Ability to navigate data and people to find answers
• 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