Customer Success Manager

Adjacent Health, a dynamic and rapidly growing wellness company, is seeking an ambitious and customer-centric Customer Success Manager to join our team. As a Customer Success Manager at Adjacent Health, you will play a vital role in building and maintaining strong relationships with our clients, ensuring their success and satisfaction with our products and services.

In this role, you will serve as the primary point of contact for our clients, working closely with them to understand their goals and objectives. You will collaborate with internal teams to develop and execute tailored success plans, driving adoption, retention, and expansion of our products and services. By leveraging your excellent communication and relationship-building skills, you will actively engage with customers to understand their needs, identifying opportunities to enhance their experience and maximize value.

Your passion for delivering exceptional customer service will enable you to proactively address customer concerns, resolve issues, and provide guidance and support throughout the customer lifecycle. You will be responsible for monitoring customer health metrics and conducting regular business reviews to ensure that the customer's goals are being met and that they are deriving the maximum benefit from our offerings. Additionally, you will play a key role in gathering customer feedback and collaborating with internal teams to drive product improvements and enhancements.

Success in this role requires a strong combination of strategic thinking, problem-solving skills, and an ability to thrive in a fast-paced and dynamic environment. As a Customer Success Manager at Adjacent Health, you will have the opportunity to make a significant impact on the success of our clients and contribute to our company's growth and reputation as a leader in the wellness industry.

Responsibilities

• Develop and maintain strong, long-term relationships with clients as their trusted advisor and advocate for success
• Collaborate with internal teams to understand client goals, develop success plans, and ensure the successful implementation and adoption of our products and services
• Proactively identify opportunities for upselling and cross-selling based on a deep understanding of the client's business needs
• Monitor customer health metrics and conduct regular business reviews to assess customer satisfaction, identify risks, and drive value realization
• Address customer concerns and manage customer escalations, working closely with cross-functional teams to ensure timely resolution
• Gather customer feedback and collaborate with internal teams to drive product improvements and enhancements
• Stay up-to-date with industry trends and best practices in customer success management to continually enhance the customer experience

Requirements

• Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred)
• Proven experience as a Customer Success Manager or a similar role, with a track record of driving customer success and business growth
• Excellent interpersonal and relationship-building skills, with the ability to establish trust and credibility with clients
• Strong problem-solving and analytical thinking abilities, with the skill to identify customer needs and recommend effective solutions
• Experience working in a fast-paced, dynamic environment, with the ability to manage competing priorities and adapt to changing customer requirements
• Exceptional communication skills, both verbal and written, with the ability to effectively present information to diverse audiences
• Knowledge of customer success best practices and methodologies, with a strong customer-centric mindset
• Proficiency in using CRM software and other customer success tools
• Ability to travel occasionally to meet with clients
• Passion for health and wellness, with a genuine interest in helping clients achieve their goals towards well-being