Customer Success Manager

6 days ago

Old Toronto, Ontario, Canada Hypercare Full time
BackgroundHypercare is a mobile and web communication and collaboration platform for healthcare professionals to help alleviate many of the time-wasting frustrations that clinicians face on a daily basis. The solution allows for real-time scheduling, on-call management and secure messaging on any device – all designed to help seamlessly improve workflow efficiencies, reduce medical errors, and positively impact patient outcomes.Founded in 2016, Hypercare has seen rapid growth and is currently being used by over 100 North American healthcare organizations including some of the largest healthcare systems in Canada. Job OverviewHypercare is seeking a self-motivated and energetic people person to join our growing team as a Customer Success Manager (Jr/Int/Sr) in the exciting and rewarding world of healthcare technology. The Customer Success Manager will be responsible for developing and maintaining strong relationships with our clients and users to ensure their satisfaction, retention, and growth. They will work closely with clients to understand their needs, lead the technical set-up and maintenance of your clients' user of the Hypercare's suite of solutions and ensure they are getting the most value from the product. This role requires excellent communication skills, a customer-centric mindset, and the ability to work cross-functionally to deliver a seamless customer experience. In-person deployments and relationship building has been invaluable to Hypercare's Customer Success team, therefore, travel for work is required for the role and will occupy up to 20% of the role depending on the season and volume of active deployments across the team (we support each other with on-site deployments). Key activities and responsibilities include the following:
  • Client Relationship and Account Management: Build and nurture strong, long-lasting relationships with clients within your book of business, serving as their main point of contact.
  • Onboarding and Project Management: Guide new clients through the onboarding process, ensuring a smooth transition and efficient adoption of Hypercare across small and large-scale organizations. As the CSM, you will lead the technical set-up of their Hypercare instance and work cross-functionally with stakeholders within Hypercare as needed.
  • Customer Advocacy: Act as the voice of the customer within the company, providing feedback to internal teams to improve product features and offerings.
  • Training and Support: Provide clients with training and resources to help them effectively use Hypercare and achieve their clinical objectives.
  • Support Renewals and Upsells: Help grow Hypercare's usage and scope within our existing customers to address unmet needs or potential users within our existing customer. Drive customer retention and growth by identifying upsell opportunities and acting as a conduit to the Sales team.
  • Performance Metrics: Monitor and analyze customer usage data and feedback to identify trends and areas for improvement.
  • Success Plans: Leading quarterly business reviews with existing clients to communicate the uptake of Hypercare, the key performance indicators the customer cares about, communicating new features and functionalities and understanding the customers' long-term vision with our product.
  • Customer Support: Be available to support the wider Customer Success team with business hours and after hours on-call support. There is a dedicated Customer Support team, however, CSMs are expected to provide on-call support on an ongoing basis to stay connected with our users and understand ongoing user pain points to inform training and future product enhancements.
What does the Customer Success Manager need in order to be successful in this role? Here are a few of the qualities that our team at Hypercare looks for:
  • Comfortable in a fast-paced environment.
  • Customer-focused with a passion for the success of our clients.
  • Comfortable in picking up new technical skills (training will be provided) and using technical tools day-to-day to support the CSM role.
  • Excellent verbal and written communication skills.
  • The ability to learn new skills quickly.
  • The understanding of how to prioritize tasks.
  • A team player with the ability to work in a supportive team environment as well as independently.
  • Detail-oriented and organized.
Nice to have:
  • Experience in a start-up environment.
  • Experience with MySQL database.
  • First-hand experience in clinical/healthcare setting.
Tech StackTools you'll be using day-to-day as a Customer Success Manager include, but are not limited to, the following:
  • Google Suite
  • Salesforce
  • Zoom
  • Intercom
  • OpenPhone
  • Asana
  • MySQL
  • Postman
  • Datadog
  • Mixpanel
Significance of the RoleThe Customer Success Manager will play a critical role in the growth of Hypercare and will directly impact our current and potential clients. In addition to helping build a strong relationship with our users, the Customer Success Manager will be responsible for influencing the product team by representing the voice of our customers during company meetings. As the Customer Success Manager, you will gain valuable experiences as a project manager, own relationships with our existing and potential clients assigned, and serve as Hypercare's main point of contact for them. You will have the opportunity to make a direct impact on the healthcare industry and interact with key stakeholders across North America.
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