Customer Success Manager (San Francisco)

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About Pear Suite
Pear Suite’s care navigation platform empowers staff to collect, visualize, understand, and act on social determinants of health data, enabling various healthcare entities and community-based organizations to meet the social needs of their community in a culturally sensitive, person-centered way.

About The Role
Job Title: Customer Success Manager
Type: Full-Time
Pay: 70-85K
Location: Remote (Pacific Standard Timezone preferred)
Reports To: Sr. Customer Success Manager

Job Overview
We are seeking a dedicated, proactive, community-oriented Customer Success Manager to join our dynamic team. This role is ideal for an individual with a strong background in community health work/care navigation and in SaaS software implementation and account management, who is passionate about ensuring client satisfaction and success. As a Customer Success Manager, you will play a crucial role in guiding our clients through the implementation and optimization of our platform, fostering strong relationships, and driving customer engagement and retention. Prior working knowledge of community-based practices will ensure success in this role.

What You'll Do

• Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
• Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
• Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
• Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
• Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
• Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
• Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
• Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.

Qualifications

Minimum Qualifications:

• Proven experience in SaaS software implementation, account management, and platform configuration.
• Background in community health work is a plus.
• Strong problem-solving skills and ability to handle complex client issues effectively.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency in relevant software tools and platforms, including CRM systems.
• Bi-lingual English/Spanish preferred.

If you are a results-driven individual with a passion for customer success and a knack for building strong client relationships, we would love to hear from you.

The Pay Range For This Role Is
70,000 - 85,000 USD per year (Remote)

Seniority level

Entry level

Employment type

Full-time

Job function

Other