Customer Success Manager at Bright.md
Portland, OR, US
We're making healthy happen faster! Bright.md helps primary care providers deliver remarkably efficient, high quality, delightful asynchronous virtual care, improving provider efficiency by as much as 90%, increasing care quality by 2x, and delighting patients and providers with a new experience of care.

Much more than “telehealth,” we build products that bridge the communication gap between patients and providers, automating the virtual care delivery process for clinicians at major health systems. This unique approach means that we enable a 10x reduction in cost and provider time, markedly better clinical outcomes, and major improvements in both patient and provider satisfaction.

We are seeking a Customer Success Manager to work on a diverse and high-performing team that's making a difference. You'll be responsible for understanding and anticipating delivery system needs while managing a distinct portfolio of customers, as well as supporting our customers in getting ongoing value from our SaaS software.

You will:

    Successfully guide and lead key stakeholders through the entire customer journey from contract signing to renewal to evangelism
    Collaborate closely with customers to identify and execute opportunities to build out their virtual care program - through operational touchpoints, marketing programs, and digital access strategies
    Serve as a trusted, strategic advisor to our customers and as an advocate for our customers' unique needs
    Enable customers to deliver automated healthcare faster by ensuring that they are getting the value of Bright.md solutions through new feature adoption
    Be accountable for the successful renewal process and minimize customer churn
    Help create high quality, scalable processes that ensure our customers’ success
    Interact with multiple internal teams (e.g. Product, Marketing, Sales, Engineering) to emphasize and enhance the Voice of the Customer

Requirements

    6+ years of experience in a complex customer success role
    Project management skills in healthcare or healthcare IT
    Experience triaging and tracking issues to resolution
    Exceptional writing skills, including documentation and training materials
    Exceptional presentation skills to C-level executives
    Experience in change management, marketing strategy, account management, customer success, and software implementation
    Experience of successful upsell of new products and features

At Bright.md, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays and parental leave, and equity compensation. Bright.md is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees