Customer Success Manager

Remote Customer Success Manager

Position Description

We're looking for an organized and personable Customer Success professional to help delight our customers by optimizing their onboarding experience and driving adoption while helping them to accomplish their goals.
You will be the customer's main contact and own all aspects of the relationship.
You'll also serve as front-line technical support, working with engineers and the entire team to help drive the success for our customers.
This specific role will require knowledge of the security and privacy regulations around healthcare such as HIPAA and GDPR regulations. Knowledge and experience with Data Science and/or Machine Learning in healthcare-specific applications are a plus.

Customer Success Managers act as the CEO of their customer's accounts. You will be responsible for helping our customers build value using our privacy-preserving computing products for their company quickly and effectively.
This includes taking them through the onboarding journey and helping them build value for their company by using our products.
You'll build and maintain a long-term relationship with the customer by advocating customer needs internally across departments like Sales, Product, Support, and Engineering.

Responsibilities

• • Help define best-practices around implementations and deployments. You're going to get the opportunity to drive a lot of the work we do around helping customers, impacting the product roadmap, and improving processes.
  • Lead kickoff calls to determine customer requirements, goals, and define a deployment project plan to complete successful evaluations and production implementations.
  • Travel to customer sites if necessary to work with their team on implementation.
  • Facilitate workshops and training to help our customers understand our solutions and their advantages.
  • Drive product adoption by learning customers' goals and suggesting ways to help achieve them through process, product and roadmap requests.
  • Collaborate with Support and Engineering to resolve customer challenges, answer questions, resolve issues, and proactively identify/anticipate/avoid issues, whenever possible
  • Serve global accounts that range from small startups to very large enterprises.