What are the responsibilities and job description for the Customer Success SMB Manager position at AxisCare?
Job Description – Customer Success SMB Manager
Reports To
Director of Customer Success
Company Overview:
AxisCare is a dynamic and rapidly growing software-as-a-service (SAAS) homecare software company that provides point of care service to home care agencies in all 50 United States and 10 countries internationally. Our cutting-edge technology has garnered us a client base that represents the full spectrum of home care agencies and organizations across the industry. As part of our commitment to delivering exceptional customer experiences, we are seeking a talented and dedicated Customer Success Manager to join our team.
Role Overview:
As a SMB Customer Success Manager, you will be responsible for managing and maintaining our medium to lower-tier customer base by providing exceptional service with a one-to-many approach as well as strategic 1:1 engagements. Your primary objective will be to ensure the long-term success and satisfaction of our customers, driving adoption and retention. By leveraging your exceptional interpersonal skills and deep understanding of our SAAS products, you will act as the voice of growth for this unique client base.
Key Responsibilities:
- Develop and execute strategies for communicating to your book of business: Track customer feedback through NPS, outstanding support tickets, cancelation management.
- Customer Success Strategy: Create and implement a comprehensive customer success strategy for lower tier accounts, focusing on defining and tracking key metrics that align with proactive engagement strategies.
- Account Expansion: Identify opportunities for account expansion and revenue growth. Collaborate with inside sales to present upsell/cross-sell opportunities, and drive customer adoption of additional product features.
- Proactive Support and Issue Resolution: Monitor customer health and proactively address any potential risks or issues that may impact customer satisfaction or retention.
- Customer Advocacy: Be the voice of the customer within the organization, providing feedback, insights, and retention opportunities to drive product enhancements and improvements.
- Contract Management: Contract renewal management and churn-risk mitigation.
- Proven experience as a Customer Success Manager or similar role working in a SAAS company.
- Deep understanding of SAAS products and the ability to effectively communicate technical concepts to non-technical stakeholders.
- Excellent relationship-building and interpersonal skills, with the ability to engage and influence at all levels of an organization.
- Strong project management and organizational skills, with the ability to prioritize and manage multiple tasks simultaneously.
- Analytical mindset, with the ability to analyze data, identify trends, and derive actionable insights to drive customer success.
- Proactive, customer-focused mindset with a passion for delivering exceptional customer experiences.
- Excellent communication skills, both written and verbal.
- Experience with CRM software and customer success platforms preferred.
- Up to 20% travel may be required.
- Medical insurance is covered in full for the employee (Medical, Dental and Vision)
- Telemedicine available
- Generous 401K match
- Company will provide laptop and other needed computer equipment
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.
AxisCare was started in 2011 by industry leaders to help meet the demand for a more user-friendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries. We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.
