Customer Success Manager

As a Clinical Customer Success Manager at ImPACT Applications, your primary responsibility is to ensure the satisfaction, adoption, and retention of our clinical customers. By proactively engaging with a larger customer base, understanding their needs, and helping them maximize the value of our products, you play a vital role in driving customers, athletes, and patients worldwide to safely recover from mild traumatic brain injuries. 

 
In this role you will get to: 

• Maximize customer retention and satisfaction by proactively engaging customers, while addressing any issues or concerns 
• Conduct regular check-ins (QBRs) and communication touchpoints 
• Drive upsell opportunities with some of the business’ largest clinical and healthcare accounts 
• Identify and work with Sales team on expansion and cross-sell opportunities 
• Convert active customers to new SaaS subscription model  
• Advocate on behalf of our customer needs to the Product team  

Disclaimer 
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary. 

Requirements

• 2+ years of experience in Customer success or Account Management, preferably within HealthTech/MedTech industry 
• Experience carrying a quota 
• Experience in B2B SaaS business 
• Fluency with CRM systems, preferably Salesforce and/or Totango 
• Proven track record of developing and implementing renewal strategies 
• Skill in understanding customer needs and helping them tailor product usage to meet their objectives.  
• Ability to effectively manage a larger customer base, ensuring regular interactions and issue resolution.   
• Exceptional communication skills, both written and verbal  
• Proficiency in building and maintaining strong customer relationships, ensuring their needs and concerns are addressed.  
• Ability to navigate multi-stakeholder accounts and develop relationships with key decision-makers  
• Experience in start-up / fast-paced business is a plus 
   

Physical Requirements for this position 

• Remote 
• Travel 1-2 times a year for off-site team meetings or conferences 
• May require stationary positions (sitting or standing) for extended periods.  

Benefits

• Medical, Dental, and Vision plans  
• Company paid basic life and AD&D insurance  
• Company paid short-term and long-term disability  
• Supplemental life insurance options  
• Company paid Employee Assistance Program (EAP)  
• Retirement plan with discretionary company matching  
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options  
• Premium subscription to Calm for employee and dependents 
• Company paid time off (PTO)  
• 13 named holidays, 2 floating holidays, and 4 early-release half days 
• Flexible work arrangements  
• Work-from-home expense reimbursement  
• Tuition Reimbursement Program  
• Company orientation and 30/60/90 Day Onboarding 

Who is Riverside Insights? Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent.  

Why Join Our Team?  
At Riverside Insights, achieving real results for students and educators is more than talk – it's what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you're ready for an ambitious, collaborative environment, Riverside is the place for you. 

Riverside Insights is an Equal-opportunity Employer: 
Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Our Commitment to Diversity & Inclusion: 
At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated. 

 Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check out www.riversideinsights.com to learn more about our work.