Customer Success Manager (CSM)

Swell is a growing practice reputation management software solution for mid-market to enterprise level healthcare organizations. We leverage technology tools to enable practice owners to understand their social presence and to draw in and retain patients and employees.

We are looking for a team player who LOVES working with customers and is ready to get their hands dirty in helping to grow our customers' satisfaction, and business, through providing an exceptional experience. Helping to fine tune and develop programs for both digital customer outreach and a one to many customer to CSM experience, reporting on key analytics to continually make the success experience even better.

The Role:

• Identify initiatives to maintain and manage customer expectations and satisfaction, as well as encourage platform utilization and growth.
• Partner with customers throughout the US and Canada to establish clear business goals, timelines, priorities, and metrics of success.
• Lead training for customer teams, explaining Swell’s features/functionality and answering user questions.
• Run customer facing meetings to assess progress against goals, opportunities for improvement, and impact of Swell within their organization.
• Participate in the assessment of the quality & effectiveness of customer interactions.
• Run periodic “health checks” of customers’ Swell environment to make sure they are using functionality optimally.
• Partner with all roles at Swell in providing our customers the best customer experience they've ever had!
• Build, grow, and expand client relationships at all levels and across various functional areas of the organization.
• Articulate insights from our customers to our product, development, and marketing teams to help further shape Swell into an industry leader.
• Project manage the onboarding of our customers to help set them up for success.
• Hold Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• This role will be based in SLC, Utah with flexible working from home options.

Requirements

• 2+ years of Customer Success experience in B2B, SaaS/technology preferably with small business or mid-market clients.
• You are knowledgeable in general business practices, needs and general marketing objectives of small to medium sized businesses.
• You are a team player, you enjoy getting your hands dirty when needed.
• Startup experience is a plus and you want to be part of a team growing from the ground up!
• Ability to speak with C suite level executives, build relationships, and translate business goals into outcomes.
• You have great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience.
• Ability to nurture relationships with amazing clients to ensure they’re finding as much value in our platform as possible.
• Identify opportunities for initiatives to maintain and manage customer expectations and satisfaction, as well as encourage platform utilization and growth, at-scale.
• Execute on 1:many best practices for your SMB customers including but not limited to email campaigns, webinars, and newsletters.
• SaaS Integration management experience a huge plus

Benefits

• Work in our office at the base of Big Cottonwood Canyon
• Opportunities for growth
• Competitive compensation plus stock options
• 100% Employer-paid Medical, Dental, and Vision insurance
• Employer Sponsored 401k Plan
• Supplemental Disability and Life insurance
• Flexible PTO Policy
• Gym Access
• Company meals
• Quarterly Mental Health Awareness Days
• Cell phone stipend

Swell is an Equal Opportunity Employer. We are fully committed to diversity and maintaining a healthy work environment that is free from harassment and discrimination. All employment decisions at Swell are based on business needs, job requirements, and individual qualifications without regard to race, sex, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.