Customer Success Manager (SMB)

About Us

PatientIQ is a fast-growing health tech company empowering healthcare providers, industry, researchers, and others to collaborate on the mission to improve patient outcomes. PatientIQ is headquartered in Chicago and backed by top-tier west coast venture capital, major hospital investors, and others.

ABOUT THE ROLE

PatientIQ is seeking a Customer Success Manager to support and grow our customer base of specialty physician practices and independent physicians utilizing the PatientIQ ClinicalPro platform. As a Small Medium Business (SMB) Customer Success Manager, you will be responsible for developing and maintaining relationships with our SMB (Tier 2 & 3) accounts. You will work closely with the sales, product, and support teams to ensure the successful adoption, retention, and potential expansion of PatientIQ.

ROLE RESPONSIBILITIES

• Client Onboarding: Ensuring a smooth transition occurs from the Implementation Team and key stakeholders are aware of the key metrics post-implementation.

• Relationship Management: Establish and nurture strong relationships with key stakeholders within client organizations, understanding their business needs and objectives.
• Customer Advocacy: Act as the primary point of contact for clients, advocating for their needs internally and ensuring timely resolution of any issues.
• Account Growth: Identify opportunities for account expansion and work with Sales to coordinate upselling additional products/services based on client needs.
• Retention and Renewals: Proactively monitor client satisfaction and usage metrics to assist Sales in retention and renewal strategies.
• Cross-functional Collaboration: Collaborate with sales, product, and support teams to align on customer needs, provide feedback for product improvement, and drive overall customer success.
• Reporting and Analysis: Maintain accurate records of customer interactions, analyze data, and generate reports to track and communicate customer success metrics.

Requirements

IDEAL QUALIFICATIONS

• Bachelor’s Degree in a related field
• Prior experience in healthcare, health-tech, or experience working in the medical industry
• 1-2+ years’ experience managing customer accounts in a B2B SaaS environment
• Excellent organizational and communication skills and the ability to handle multiple projects simultaneously
• Ability to prioritize tasks, regularly communicate progress, and meet established deadlines
• Must have a solid technical aptitude for email, calendaring, and working with shared documents
• Collaborative mindset to effectively work across internal teams across PatientIQ
• Ability to travel at least 25% annually
• Proficient in all Microsoft Office and Google Suite products

NICE TO HAVES

• Experience with a CRM and other tools for tracking customer communication, knowledge management, and support tickets
• Basic understanding of SQL and interacting with production software databases

Benefits

WHY WORK HERE?

• Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.
• We are Mission Driven - our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
• True Idea Meritocracy - great ideas win out. We encourage all team members to challenge the status quo because our mission demands this.
• Flexible Time Off - we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
• World-Class Team - we’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.
• Fast Growing - we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.