What are the responsibilities and job description for the Customer Success Manager position at Frontera Health, Inc.?

Job Description

Frontera Health is revolutionizing pediatric healthcare by developing a cutting-edge, tech-enabled platform that delivers essential therapies to rural families. Our platform leverages AI / ML to create a robust video-based data model for early intervention and developmental disorders. By collaborating closely with parents, caregivers, and clinical partners, we're bridging the gap in access to care, improving health equity, and providing personalized treatment plans. Backed by leading investors like Lightspeed and Lux, Frontera Health is poised for rapid growth.

Our ABA direct services are designed to meet the unique needs of children in underserved communities, providing them with the support and resources they require to reach their full potential. We are passionate about ensuring that every child, regardless of their location or socioeconomic status, has access to high-quality healthcare. By leveraging our technology platform and partnering with local providers, we are able to deliver effective ABA therapy to families who may otherwise have limited access to these essential services.

The Role

We're looking for a dynamic, client-focused Customer Success Manager (CSM) to lead implementation, drive client success, and champion product improvements. As a CSM, you'll be the face of Frontera Health for our clients, ensuring seamless onboarding, sustained engagement, and meaningful outcomes. You'll collaborate closely with cross-functional teams to ensure our platform continues to exceed client expectations.

What You'll Do :

Implementation Management : Own the end-to-end client onboarding process, ensuring timely and smooth deployments while tailoring solutions to meet unique client needs.
Client Success : Cultivate strong relationships with clients, becoming their trusted advisor. Monitor client health, drive adoption, and proactively address challenges to ensure their success.
Product Feedback & Improvement : Act as the voice of the customer by gathering insights and feedback to influence product roadmap and prioritize feature enhancements.
Metrics & Reporting : Track and analyze client usage data to identify trends, create success stories, and deliver actionable recommendations for optimization.
Training & Enablement : Conduct training sessions, create resources, and empower clients to fully leverage our platform's capabilities.
Customer Support : Provide Tier 1 customer support to clients with questions or basic technical support.
Cross-Functional Collaboration : Partner with Sales, Product, and Support teams to deliver a seamless and delightful client experience.

The Ideal Candidate :

Experience : 3-5 years in Customer Success, Account Management, Implementation, or a similar client-facing role, ideally in SaaS or healthcare technology solutions.

Client-Focused Mindset : Passionate about helping clients achieve their goals with a track record of building and maintaining strong relationships.

Project Management Skills : Exceptional organizational skills and ability to manage multiple projects and priorities in a fast-paced environment.

Problem-Solving Ability : Proactive and resourceful in identifying and addressing client challenges with creative solutions.

Technical Aptitude and Background : Comfortable learning and explaining technical concepts and understanding clinical workflows. Familiarity with ABA practices or healthcare settings is a plus

Communication Skills : Outstanding written and verbal communication skills, with an ability to convey complex ideas clearly and effectively.

Why Frontera Health?

Opportunity to be at the forefront of innovation in pediatric healthcare.

Work on challenging and impactful projects that leverage cutting-edge AI / ML technologies.

Collaborate with a talented and passionate team in a fast-paced and dynamic environment.

Make a real difference in the lives of children and families in rural communities.

Competitive salary and benefits package.

Work Schedule & Location

Hours : Monday to Friday

Location : Hybrid 3-4 days in office

Join us in building the future of behavioral healthcare!

We have determined a salary range for this position that takes into account several factors including experience, knowledge, education, skills, and abilities. Please note that the salary information is a general guideline and the exact salary will be determined based on the individual's qualifications and experience, with consideration given to the factors listed above. All full time employee benefits include a stake in shared success through stock options, health benefits, 401(k) plan, and responsible PTO.

Expected salary range in Denver

100,000—$130,000 USD

Frontera Health, Inc. is committed to creating and maintaining a diverse, equitable, and inclusive workplace where everyone feels valued, respected, and has the opportunity to thrive. We believe that our differences make us stronger and that all employees, regardless of their background, experiences, or abilities, contribute to our success.

We are committed to :

Providing equal employment opportunities to all qualified individuals, without regard to race, color, religion, sex, national origin, disability status, sexual orientation, gender identity or expression, age, genetic information, veteran status, or any other characteristic protected by law.

Fostering a culture of inclusion and belonging where everyone feels valued and respected.

Providing reasonable accommodations to employees with disabilities.

Continuously learning and improving our DE&I practices.

We will achieve this commitment by :

Recruiting and hiring a diverse workforce that reflects the communities we serve.

Creating and maintaining an inclusive work environment that is free from discrimination and harassment.

Actively listening to and addressing the needs and concerns of all employees.

We believe that diversity, equity, and inclusion are essential to our success as a company and to our mission of serving the pediatric behavioral health community. We are committed to continuous improvement in this area and welcome feedback from all employees.

Salary : $100,000 - $130,000

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