Customer Success Manager

Who we are

We’re doxy.me (doc-see-me), the world's most loved telemedicine solution, and we're on a mission to connect the world to the future of healthcare.

We believe that cost and complexity should never be a barrier to telemedicine. That’s why we created a simple, free, and secure telemedicine platform. Since 2013, we’ve grown to more than 1 million healthcare providers from 180 countries who have clocked over 8 billion minutes of telemedicine sessions to date.

Our goal is to deliver the future of healthcare to every patient and healthcare professional on earth. Help us get there by joining our team of innovators, dreamers, and doers.

We’re a remote-first company with regional hubs for in-person collaboration (Austin, TX, Boston, MA, Charleston, SC, Salt Lake City, UT, London, UK) on an infrequent basis.

Who you are

We’re seeking a Customer Success Manager with a passion for ensuring client satisfaction and success. You thrive in a fast-paced environment, combining strategic thinking with hands-on execution to deliver exceptional service. Your ability to build strong relationships, coupled with your keen understanding of our products and services, positions you as a trusted advisor for our clients. You are not just a problem solver; you are a proactive partner who anticipates client needs and collaborates seamlessly with internal teams to deliver solutions.

What you’ll do

• Lead the onboarding process for new clients, ensuring a smooth and efficient transition from sales to implementation

• Collaborate with cross-functional teams to gather necessary information and resources for successful onboarding

• Proactively schedule and conduct quarterly business reviews with key accounts to evaluate their goals, challenges, and overall satisfaction

• Provide insights and recommendations for optimizing the use of our products/services to align with client objectives

• Collaborate with internal teams to address any issues or challenges raised during the reviews

• Work closely with the Finance and RevOps departments to resolve billing discrepancies and address any payment-related issues with key accounts

• Keep clients informed about any upcoming feature changes, updates, or enhancements to our products/services

• Gather feedback from clients regarding feature preferences and communicate their needs to the product development team

• Serve as the primary point of contact for assigned accounts post-sale

• Proactively identify opportunities for upselling or cross-selling additional products/services

Your skills and qualifications

• Proven track record in account management, showcasing your ability to nurture and grow client relationships

• Demonstrated success in understanding client needs, aligning solutions to their goals, and delivering exceptional customer satisfaction

• Experience in the Software as a Service (SaaS) industry, with a deep understanding of SaaS products, services, and industry best practices

• In-depth experience using HubSpot or Salesforce as a Customer Relationship Management (CRM) platform

• Experience collaborating with sales, marketing, product development, and other departments to ensure a unified and customer-centric approach to problem-solving

• Effective presentation skills, enabling you to articulate complex concepts during client interactions and internal meetings.

• Proven experience in proactively supporting clients, anticipating their needs, and delivering timely and effective solutions

What we can offer you

We are committed to giving you the tools you need to do your best work. We will take care of the little things so you can do what you do best without having to worry about all of that other stuff. Here is a taste of what you can expect: 

• Unlimited PTO

• A fun, flexible work environment (work from home or on location at one of our regional hubs)

• Competitive Salary

• Paid trainings and certifications

• Advancement opportunities in a growing company

• Medical, Vision, and Dental insurance

• 401k match

• Company equipment (inc. latest laptop) $500 spending allowance on equipment you can keep

• Our employees give us a 4.8 on Glassdoor.

Interview process

• 1st stage - Chat with our internal recruiter

• 2nd stage - Hiring Manager interview

• 3rd stage - Meet some of the team

Additional information

• Our products: 

  • Doxy.me: The simple, free, and secure telemedicine solution currently used by over 1,000,000 doctors worldwide and helping over 350,000 patients/day. 

  • dokbot.io: Patient-focused data collection for healthcare. 

  • adhere.ly: Providing healthcare practitioners with the tools to ensure patients complete their course of treatment

• Our team: technologists, academics, researchers, and innovators from all over the world. English is the language used in all internal communication.

• To ensure HIPAA compliance we perform background checks after extending a job offer