Customer Success Manager (US - Remote)

The backbone of the healthcare system is communication — between patients and their doctors, among healthcare teams, and even between practices and third-party providers like pharmacies, labs, and insurance companies. 

But healthcare communication today is broken. It’s disconnected, siloed, antiquated, and highly inefficient… we’re trying to fix that.

Klara’s mission is to transform communication in healthcare, so every patient can receive great care. 

We believe that the future of healthcare will be amazing. It will be patient-centric and truly connected — so medical teams can work together easily, information can be shared between people and systems seamlessly, and patients can always get the high-quality care that everyone deserves.

Our mission is big, and our team is still growing. And that’s where you come in.

Having recently joined the ModMed family, we are well funded and growing quickly, with plenty of interesting challenges to tackle and foundations to build. It’s an entrepreneurial environment filled with opportunities for personal growth, where there is no shortage of projects to own or game-changing ideas to suggest. We are autonomous, data-driven, humble, and transparent. We have a healthy irreverence for the status quo and a relentless passion for making our users’ lives better. And we believe the power of a talented team can accomplish anything — even revolutionizing healthcare.

About the Role:

The Customer Success Manager is an essential part to ensuring our customers onboard successfully, adopt fully, renew as well as grow their investment with Klara. You will work with clients who have just purchased Klara to ensure they’re able to see value quickly and efficiently.

Responsibilities:

• Ensure customers see value quickly and adopt the solution fully
• Primary contact from initial implementation through renewal and upsell
• CSMs will have a renewal goal and upsell quota
• Train customers and end users on how to utilize Klara
• Troubleshoot any issues that will inevitably come up and offer solutions to remediate
• Identify at-risk customers and escalate solutions as needed
• Monitor customer health post go live and perform value check-ins
• Become the customer advocate to drive cross-functional teams across development, product management, and support

Requirements:

• Customer facing experience preferably at a B2B SAAS company, preferred.
• Excellent customer relationship and customer service skills.
• Solid communication, listening, and writing skills.
• Clear ability to problem solve and resolve client issues.
• Organized and reliable: able to work independently with little direction when necessary.

#LI-LM1

#LI-REMOTE

We Offer:

• Extensive career and growth opportunities in a fast-growing technology and health care area
• The opportunity to work cross-functionally and closely with senior leadership, not only in the Berlin office but also with New York
• The ability to tap into our investor network (i.e. FirstMark / Google gradient / Project A) to consult with and learn from industry pioneers
• Competitive compensation package
• Amazing culture
• Personal education budget
• Monthly budget for team events (team building, lunches, happy hours...)
• Generous vacation policy
• Top-of-the-line Macbook with powerful specs
• Remote work opportunities

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