Client Success Manager, New Markets
Apply NowEngagedMD’s mission is to help carers carry on caring. Their patient journey application — used by more than 3 million users nationwide and internationally since launch — automates up to 56 minutes of education and admin work per patient, helping clinicians operate at the top of their licences.
Serving fertility, urology, orthopedics, oncology, gastroenterology, and clinical trials specialties, EngagedMD continues to see enormous growth and adoption from medical clinics across multiple markets. The company embraces a mission-driven culture with core values of integrity, collaboration, impact, recognition, and growth.
You are an experienced Client Success Manager with superior relationship management skills, intent on helping a tech organisation achieve its mission by building strong relationships with clients and driving deeper into accounts. You’ll manage client relationships across new markets, proactively ensuring clinics use the platform to achieve their goals — minimising churn, driving growth in net revenue retention, and acting as the voice of the customer to communicate trends and needs back to internal teams.
This fully remote role reports to the Customer Success Leader and offers a genuine opportunity to bring your Customer Success expertise to help the team scale effectively and efficiently. You’ll collaborate closely with the Support, Video Experience, Product, and Professional Services teams.
- Build and grow relationships with key users and executives on customer accounts — from SMB to enterprise — to identify opportunities for optimisation and growth
- Partner with clinics across new markets to ensure that they meet the goals identified in the sales process
- Roll out new product offerings among your accounts, ensuring clinics continue to get as much value from the EngagedMD platform as possible
- Drive additional revenue generation by cross-selling and upselling your existing accounts
- Manage the implementation process for new customers, working closely with Professional Services to help them get to value quickly
- Work closely with implementation specialists and the Customer Support team to provide a high-quality customer experience
- Add value to the Customer Success team by enthusiastically collaborating with team members and identifying opportunities to improve team processes
- 3+ years of experience in Customer Success or Account Management
- Ability to manage multiple priorities simultaneously
- Strong critical thinking and problem-solving skills
- Bias towards curiosity and seeking to understand
- Ability to innovate and challenge the status quo
- A mission-driven orientation to all you do
- Superior written and verbal communication skills
- Ability to thrive in a small, fast-paced organisation
- Bachelor’s degree or equivalent career experience
- At least a passing familiarity with the fertility and/or healthcare industries
- Prior experience working remotely with distributed teams
- Experience working with software-as-a-service (SaaS) clients
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