Enterprise Customer Success Manager

We’re looking for a Enterprise Customer Success Manager to join our growing team! This is the perfect role for someone who is passionate about delivering amazing customer experiences in a fun startup-type environment.

Reporting to the Manager, Customer Experience, you will strategically guide our Enterprise and Academic customers, ensuring they maximize the value from our product to enable them to meet and exceed their business goals.

Success in this role means driving business outcomes for your clients while providing best-in class product adoption, revenue retention & growth and customer advocacy.

Who We Are
Intiveo is a popular patient communication SaaS product used by 14,000 medical practitioners to communicate with over 18 million patients.
We are a remote-first company and we do it well!
Our goal is to continuously improve patient care by understanding communication needs, behaviours, and preferences.

What You’ll Do

Customer Focused:

  • Provide white-glove service for our segment of high-value clients by:
  • Building and maintaining strong relationships with your assigned customer end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction.
  • Grow accounts by identifying expansion opportunities as you guide customers through success milestones.
  • Engaging with clients at key points in the customer journey to ensure adoption and mature use of Intiveo.
  • Proactively monitor customer health and develop success plans to drive value and retention.
  • Building and presenting Executive Business Reviews on a quarterly basis that communicate ROI and detailed success plans.
  • Helping clients manage and optimize their account, as well as provide proactive support via phone or email when issues, poor health or questions arise, and helping make any adjustments or changes to their account.

Internal:

  • Present internal Book of Business reviews on the health and product utilization of Intiveo.
  • Developing playbooks, program ideas and tracking results based on defined customer KPIs.
  • Developing advocacy opportunities with customers such as case studies and referrals.
  • Advocate for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion change.
  • Collaborates with Customer Success teammates to meet and exceed OKR targets, while being accountable for individual quarterly goals.
  • Achieve annual Expansion goals and targets (Defined in the compensation plan).

 

Who You Are

  • You have proven success in partnering with clients, preferably in a SaaS environment, while building strong relationships.
  • You have excellent time management, organizational, and problem-solving skills.
  • You have the ability to advocate for ideas and concepts.
  • You can manage the needs of the business with delivering best-in-class customer experiences.
  • You have high attention to detail.
  • You are an excellent written and verbal communicator – with a professional and engaging presence, presentation and public speaking skills.
  • You have a strong aptitude for technology and ability/desire to learn new software.

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More About Intiveo

At Intiveo, we are committed to creating a culture that is inclusive and welcoming of different perspectives, life experiences, cultures and identities. We believe that our differences make us stronger and that many unique perspectives, experiences and backgrounds make for better ideas and more well-rounded decisions. Simply put, we love our diversity!

Want to see more? Check out our Culture Book here!

 

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