Customer Success Manager Remote Jobs

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Asana is hiring a Remote Strategic Customer Success Manager

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+30d

Customer Success Manager

CipherHealthRemote-United States
Sales5 years of experienceremote-firstB2Bc++

CipherHealth is hiring a Remote Customer Success Manager

About Us

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication and coordination throughout the care continuum. Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools and superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, and creates sustainable financial value through a full suite of communications solutions.

CipherHealth’s automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff and caregivers, regardless of care setting, thereby achieving new standards for patient care and accelerating the digital transformation of the industry. 

Customer Success Manager

As a Customer Success Manager, you will cultivate relationships with the CipherHealth client base, ensuring that they achieve maximum value from the CipherHealth product suite and encouraging them to expand their usage of the software. You will be responsible for working directly with client executives and business sponsors throughout the customer lifecycle, ensuring that there is alignment in a shared customer journey that aligns with adoption, expansion of software usage, and renewal.

Responsibilities

  • Establish and maintain trusted advisor relationships with customer executives and project champions, ensuring that CipherHealth activities are closely aligned with the customer’s business strategy and intended success metrics.
  • Be a subject matter expert on the CipherHealth platform
  • Enable successful onboarding of CipherHealth to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
  • Strategically manage the overall relationship for a portfolio of CipherHealth’s customers, while also spearheading strategic business reviewson an agreed-upon cadence-
  • Develop strong working relationships with Technology, Product, Analytics, and Implementation teams in order to effectively deliver value to CipherHealth customers
  • Identify opportunities for customers to act as CipherHealth advocates (e.g. referenceable, testimonials, case studies) and collaborate with Marketing
  • Ensure appropriate response, escalation and closure of initiatives, customer requests and/or issues in conjunction with the use of the CipherHealth solution
  • Monitor customer utilization and acceptance rates to identify patterns/trends
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Collaborate closely with Growth to support customers, renewals, and expansion opportunities
  • Represent the voice of the customer to inform our sales process and product roadmap of product opportunities and enhancements
  • Identify upsell opportunities and engage CipherHealth’s Growth Team 
  • Convert 1-year contracts into a multi-year long-term contracts increasing CipherHealth’s ACV
  • Identify opportunities for existing customers to maximize platform adoption and utilization
  • Conduct analysis to identify customer opportunities and recommend strategies that address customer-specific needs to improve the organization’s results
  • Strategize with the broader CipherHealth team including Growth,Technology, and Operation leads to identify new opportunities and service areas

Requirements

  • Bachelor’s Degree in Business, Health Management, Public Health or related major, or comparable education and work experience
  • 3-5 years of experience in a B2B client management role in healthcare software or technology, or similar experience in healthcare consulting or professional services

Knowledge, Skills and Abilities

  • Experience working with a CRM platform; comfort using the CRM as a personal productivity management tool (i.e. activity logging)
  • Experience with other similar software systems and/or patient engagement software applications
  • Strong analytical skills to be used when determining customer workflow, facilitating logic-based product discussions and troubleshooting implementation issues
  • Technical writing and documentation experience
  • Ability to cultivate positive working relationships with clients and co-workers
  • Excellent communication skills, including writing, proof-reading skills and speaking
  • Ability to effectively communicate technical information in non-technical terms
  • Ability to manage multiple projects and work assignments concurrently
  • Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence – overall effectiveness in dealing with adult learners
  • Ability to prioritize, schedule and organize work – perform under tight deadlines with on-going changes in priorities
  • Ability to accomplish job requirements with limited supervision
  • Strong sense of professionalism and personal accountability
  • Attention to detail and a high work ethic
  • Proven ability to manage multiple projects and priorities 

How We Invest In You

  • Compensation: Competitive/equitable salary, bonus or commissions, and equity
    • Base Salary range: USD $110,000 -$115,000 annually
  • Healthcare that begins on your first day:
    • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
    • HSA/FSA plans
    • Short and Long-Term Disability
    • Life and Personal Accident Insurance
    • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
    • Weekly virtual yoga classes
    • Employee Assistance Program (EAP)
    • Adoption Assistance
  • Retirement:401(k) at three months of employment — with a match upon enrollment!
  • Time away:
    • Discretionary PTO + 13 paid holidays
    • Parenthood: Competitive paid parental leave and flexible return to work policy
  • Recognition:
    • Generous Employee Referral Program - earn cash for each employee referral that is hired
    • Yearly Cipher-versary stipend
    • Ci-Phives - receive public kudos and gift cards from peers and managers
  • Culture:
    • CARE2 Values
    • Bi-Weekly All Hands Meetings
    • $40/employee monthly “Fundowment” for team bonding events
    • Employee Resource Groups such as Rainbow Room and BIPOC Group
    • Yearly donations to organizations that contribute to a more equitable world
    • Weekly Lunch & Learns and robust onboarding / training programs
    • Remote-first team: $50 per month reimbursement in your check for WFH expenses
    • You’ll receive a new Macbook laptop, other hardware, and company swag upon hire

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Cockroach Labs is hiring a Remote Senior Customer Success Manager - East US

Databases are the beating heart of every business in the world.

What you build and where it takes you should be unrestricted by the capabilities of your database. We created CockroachDB as the planet's most highly evolved, cloud-native, distributed SQL database. Making scale so simple you don't even have to think about it. Making data so resilient it becomes impossible to destroy. Making delivery so seamless, your apps run anywhere. Join us on our mission to build a different breed of database—one born in the cloud and built from the ground up to help companies of any size scale fast, survive disaster, and thrive everywhere.

About the Role

Our Customer Success Managers help fully onboard our CockroachDB customers and lead them to fully utilize its potential, lead them to production, allocate resources, and alleviate roadblocks. We believe that in order for a Customer Success Manager to be successful, they must have a good understanding of database technology, the overall stack, and infrastructure that CRDB operates within. They must also possess excellent customer facing and consultative skills, with the ability to understand the customer pain points, define success criteria, critical milestones that lead to production, and project plans for success. This Senior CSM will focus on one of Cockroach Labs’s most strategic accounts and will be a trusted advisor to the customer and, in collaboration with Sales, must understand how to get deeper and expand the account while preventing churn. While this is a remote role, you must be based on the East Coast of the US. 

You Will 

  • Collaborate closely with the account team, including the Account Executive and the Sales Engineer, to provide ongoing coverage and support to your assigned customers.
  • Define the Customer Success Plan for each customer, outlining the optimal use of Cockroach Labs products and services to achieve their business objectives.
  • Ensure a successful customer journey, from onboarding through adoption and beyond, while continuously driving the consumption of CockroachDB
  • Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of CockroachDB.
  • Liaise between customers and Support to ensure an optimized support resolution experience - smoothing the adoption curve for the customer.
  • Collaborate with the Professional Services Team to present personalized, frictionless solutions that meet the unique needs of each customer.
  • Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Cockroach Labs. 
  • Find opportunities to expand the subscription, aiming to grow annual recurring revenue (ARR).
  • Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of CockroachDB, further driving ARR.
  • Continuously review and assess customer consumption of CockroachDB, proactively suggesting upgrades and enhancements that increase value and drive further consumption.

The Expectations

In your first 30 days, you will learn about CockroachDB and figure out where the product would be a good fit for certain use cases. During this time, we also believe it’s important for you to establish internal relationships across sales, product, and engineering to effectively be able to navigate resources to help you in your efforts with customers.

After 60 days, you will be learning refactoring opportunities to create reusable artifacts. As you continue to grow in the role, you will be moving into owning the artifacts supporting sales. The major artifacts are sizing, best practices and industry solutions. The artifacts creation and re-use are key to help both pre and post sales activities.

You Have

  • 5-7+ years of experience as a Customer Success Manager, Project Manager or Technical Account Manager with a proven success record
  • 3+ years of experience managing a high-value, strategic accounts
  • Experience working with sales teams
  • Knowledge of databases, distributed systems, and modern enterprise software architecture
  • Successful track record of driving product adoption and expansion through understanding the customer's current (and future) database requirements

Our Benefits

  • Competitive Health Insurance Coverage (for you & your dependents!)
  • Paid Parental Leave (with baby bucks)
  • Flexible PTO 
  • Learning & Development Budget
  • Relocation Support (as applicable)

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at accessibility@cockroachlabs.com.

The annual anticipated base salary range for U.S. candidates for this role is USD $100,000 to $125,000, plus commission if a sales role. We set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location.  Actual salaries may vary and fall outside of this range depending on factors such as a candidate’s qualifications, geographic location, skills, experience, and competencies. In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. Salary is one component of the Cockroach Labs’ total rewards package, which includes stock options, health insurance, life and disability insurance, funds towards professional development resources, flexible PTO, paid holidays, and parental leave, to name a few! Salaries for candidates outside the U.S. will vary based on local compensation structures.

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