What are the responsibilities and job description for the Customer Success Manager position at ContinuumCloud?
We are hiring a Customer Success Manager to develop and maintain strong service relationships with behavioral health and human services customers utilizing our electronic health record platform. You will move customers from recovery and stabilization to proactive value realization, EHR adoption, and long-term retention. Successfully candidates are experienced in executing customer-appropriate account plans and service motions, while also driving internal prioritization of key customer issues. The customer success manager will accurately document customer profile information in our CRM and will create engagement strategies with our Welligent EHR customers. CSMs create and nurture long-term relationships through product training, bests practices strategies, and customer service.
In this role, you should be an excellent communicator who’s able to grasp customer needs and brainstorm ways to fulfill them. Reporting to our Manager of Customer Success, your goal will be to help us safeguard our revenue and retain our clients.
This role is remote, but requires a candidate to be located in central US (ideally TX, AZ, KS), and able to travel up to 50% of time.
Who We Are:
ContinuumCloud offers a spectrum of cloud-based software solutions designed to meet the unique needs of the behavioral health and human services industry. These solutions include an EHR platform, powered by Welligent, an HR & Payroll system, powered by DATIS HR Cloud, as well as a Patient Engagement Platform, powered by CaredFor. Through these offerings, ContinuumCloud empowers organizations to provide high-quality care and deliver on their mission.
How you’ll make an impact:
- Build relationships with key stakeholders to ensure successful adoption of our EHR and ongoing renewals of licensed solutions
- Proactively advise customers on best practices and successful strategies for realizing their business results with our EHR
- Meet with customers regularly (including travel) to maintain relationships and drive their success with the Welligent platform
- Serve as customer’s point of contact and advocate
- Assist sales team up-sell or cross-sell services and products
- Support regional user groups and cross-customer connections
- Understand our competitive landscape and provide regular insights into product feature needs to our product management team
- Set renewal targets and work diligently to meet them
- Other duties as assigned
What you bring to the role:
- Previous experience as a Client Relations Manager
- Proven track record of retaining customers and growing revenue
- Background in customer service in the SaaS and EHR industries
- Active listener with empathy for customers and a strong work ethic
- Comfortable with customer travel
- Effective oral and written communicator
- Proactive, independent, and accountable problem-solver
- Follow through on commitments with strong attention to detail
- BSc/BA in Business Administration, Information Systems, Social Work/Human Services or related fields
- Proficient in MS Office, Teams, with a working knowledge of CRM tools
Benefits and Advantages:
We care about the health and well-being of our team. We provide a comprehensive benefits package including:
• Multiple medical insurance options
• 401k plan with company match
• Company-funded Life, AD&D, and Disability Insurances
• Student Loan reimbursement
• Flexible PTO program and 11 paid Company holidays
• Parental Leave
We are an equal opportunity employer and 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.