Title : Customer Success Manager
Location : San Francisco, CA (Hybrid, 3 days / week in office)
Reporting Structure : Reports to SVP, Growth
Company Description
Our client is a health tech company revolutionizing musculoskeletal (MSK) pain treatment. They offer employers a proactive, digital-first solution that provides same-day virtual appointments and personalized care plans to manage pain and prevent costly surgeries. By reducing absenteeism and healthcare costs, their platform delivers comprehensive wellness support at no cost to employees.
As they continue to grow, they're looking to expand their Customer Success team with a talented individual who will play a key role in managing customer relationships, ensuring seamless onboarding, and maximizing engagement with their platform.
Quick Facts :
- Industry-leading Net Promoter Score (NPS) of 89, reflecting exceptional patient satisfaction
- 97% surgery avoidance rate
- 35% increase in membership in 2023
- Secured $3 million in seed funding
Responsibilities
The Customer Success Manager will be responsible for :
Leading customer implementations and ensuring a seamless onboarding experience.Managing customer accounts and ensuring high engagement levels (goal of 25% average engagement rate across accounts).Nurturing relationships with clients and partners to meet retention, growth, and cost containment goals.Collaborating with the data analytics team to measure customer success and drive insights.Supporting Account Executives with renewals and expansion opportunities.Developing and executing marketing campaigns to drive member engagement.Analyzing customer feedback and working with the product and clinical teams to influence the roadmap.Partnering with internal teams to continuously improve onboarding, QBRs, and upsell / renewal processes.Traveling to client sites as needed to build brand awareness and strengthen relationships.Is this you?
You have 2 years of experience in a client-facing post-sale role (preferably in customer success, health tech, SaaS, or agency environments).You have a track record of meeting retention and growth targets.You have experience with pricing discussions, renewals, and other commercial terms.You are proactive, curious, and a fast learner, with strong communication skills.You have experience working with CRM tools (Hubspot CRM is a plus) and are familiar with customer engagement strategies.You thrive in a startup environment, embracing flexibility and proactivity.Preferred Qualifications
Experience with self-funded customers and employee benefits consultants.B2B2E experience is a plus but not required.Experience in a startup or fast-paced environment is preferred.Perks
The base salary ranges from $90k to $100k (with uncapped on-target earnings (OTE) of $120k). Variable compensation based on Net Revenue Retention (NRR) goals.Early equity stake in the company.Comprehensive health, dental, and vision insurance.FSA and commuter benefits.Life insurance and short / long-term disability.Career growth and development opportunities.401K plan for long-term savings.Clear career pathways and real investment into your career growth.Hybrid : This role will work out of the San Francisco office 3 days / week (M / T / TH) (located in FiDi)HigherPeople is committed to building an inclusive, equitable hiring process that connects top talent with meaningful opportunities. We believe diverse teams drive better outcomes, and we actively work to create hiring experiences that are accessible, unbiased, and fair. We welcome candidates from all backgrounds, experiences, and identities because we know great talent comes in many forms.
Salary : $90,000 - $100,000
