The Manager of Customer Success is responsible for supervising the customer success staff, managing and developing customer relationships that promote retention and loyalty by working closely with customers to ensure they are satisfied with the services they receive. The Customer Success Manager provides technical support to customers with the goal to keep customers and members satisfied with the HintMD products. The Customer Success Manager is responsible for creating policies and procedures that optimize the customer experience, gather feedback from customers and analyze customer data to identify best practices. The Customer Success Manager must establish policies the Customer Success staff can follow to ensure all customers receive excellence in quality of service.

Responsibilities:

• Assist customers to understand the best ways to utilize their HintMD software- based on the customer’s business needs, educating customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.
• Performing basic human resource tasks such as hiring and training staff. This includes reviewing applications, conducting interviews and providing on the job training or mentoring to new employees. This position may include conducting performance evaluations and handling disciplinary actions.
• Building and maintaining strong client relationships.
• Communicating effectively with both internal and external teams to ensure superb customer satisfaction.
• Ensuring that requests are addressed in a timely and effective manner.
• Continuously seeking out relevant customer feedback.
• Coordinating issue resolution with technical team.
• Always provide exceptional customer service during the onboarding process and throughout the customer’s subscription.
• Develop processes for common tasks and issues for scalability.
• Recognize, quantify and prioritize user patterns and issues.
• Building and following business process workflows.
• B2B and end users support and churn management on SaaS software platform.
• Perform customer trends and data analysis.
• CRM management and reporting which includes collecting and reporting on department metrics (Zendesk).
• Perform user interface screening, platform troubleshooting and feedback.
• Conduct internal employee and customer training on new/updated platforms.
• Document process improvement and train customer on new procedures.
• Perform other duties as assigned.

Requirements:

• 3+ years of experience in the Management of a Customer Success team.
• Experience with JIRA, Zendesk and Salesforce.com in a fast-paced start up environment prefer.
• BS/BA degree or equivalent practical experience.
• Be solution-oriented and process driven.
• Demonstrated interest in improving customer experience and ability to drive projects that benefit customers.
• Excellent communication skills and enjoys working closely with customers to achieve their desired business outcomes.
• Experience with SaaS or Fintech a plus.

What We Can Offer

We believe healthy people fuel a healthy culture. We offer health, dental and vision benefits, as well as a generous vacation time. Additional benefits include equity grant and 401K.

If this sounds like the kind of work you would love to be doing, reach out to us and let’s chat about how we can combine forces!

HintMD is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.