Customer Success Manager

Remote position available, Chicago local preferred

As part of a fast-growing health-tech company, the OpenMarkets’ Customer Success team is dedicated to empowering our customers to achieve success. We are seeking a motivated and outgoing Customer Success Manager who is not afraid to take the lead in conversations. In this role, you will play a crucial part in the post-sale lifecycle, supporting customer success and generating growth. You will proactively engage with customers, working with both healthcare equipment suppliers and healthcare providers. 

Primary Responsibilities

• Provide exceptional customer support, address customer concerns and resolve issues in a timely manner.
• Manage the post-sale lifecycle, own entire customer relationship.
• Build strong relationships with customers, serving as their primary point of contact for inquiries and escalations.
• Proactively support upselling opportunities within the customer base.
• Lead implementation efforts, ensuring successful onboarding and rollout of OpenMarkets solutions across the organization.
• Drive enterprise-wide adoption, working with stakeholders to increase platform usage and enagement.
• Own all formal reporting and business reviews, sharing meaningful, comparative data insights that will improve performance and customer satisfaction.
• Act as a trusted advisor to customers, understanding their business objectives and best aligning our solutions to meet their needs.
• Stay up to date on industry trends, best practices and competitor offerings to ensure the delivery of proven customer success.
• Maintain in-depth knowledge of OpenMarkets software.
• Collaborate with sales, marketing and product development colleagues to facilitate a smooth onboarding process and ensure timely deliverables.
• Closely monitor platform activity to ensure process improvement and proactively take action to mitigate risk.

Preferred Skills

• 2-3 years of experience working in B2B customer success or marketing (preferably in tech or healthcare).
• Curiosity and willingness to understand customer needs and supply creative solutions to solve for them.
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish long-lasting customer relationships.
• Strong strategy and problem-solving skills (e.g., identifying client needs, creating mutually agreeable plans, managing relationships with diverse stakeholders, solving issues collaboratively).
• Knowledge of (or interest in) learning about healthcare purchasing.
• Ability to work from home and engage constructively with colleagues remotely.
• Ability to collaborate effectively and support colleagues for the benefit of the customer with a high sense of urgency and excellent organizational skills.
• Experience using a CRM and proficient at working with data in Excel.

What We Offer

• Full healthcare benefits (medical, dental, vision)
• 401k retirement plans with a 4% match
• Generous paid time off policy
• Maternity/paternity leave options
• Student loan repayment assistance