What are the responsibilities and job description for the Customer Success Manager position at Sunrise?
Job Description
Job Description
We believe in rest that brings out our best selves. Recognizing the difficulties many face in getting accurate diagnoses and finding comfortable, accessible treatments, we're dedicated to changing the narrative for those suffering from poor sleep. We started with a one of a kind home sleep test – a small chin sensor. Backed by top peer-reviewed research, it has made sleep diagnosis easier and more accurate than ever.
With Dreem Health, our vision has grown. Together we're moving beyond diagnosis, to provide end-to-end care. A digital platform that helps those suffering from poor sleep get screened, diagnosed, and treated — all from the comfort of their home. Making sleep medicine not just more simple, but more accessible as well.
How we do it
Let's face it — building what we're building is complex. But that's what makes us excited. We thrive on this challenge. We bring together science, technology and care to build simple solutions. What's more, we pave an easy path for everyone to reach them. Because more than just being easy, good rest should be within reach.
Empathy at Heart : Empathy drives us at Dreem Health. We ensure that every decision reflects a deep understanding and care for our patients, partners, and team members.
Simplicity at Our Core : Simplicity guides us. We're committed to making everything we do—from our processes to our communications—clear and easy for everyone.
Optimism in Every Step : We're optimistic about the future. We want to turn challenges into opportunities, driving towards a better future in sleep health.
Unwavering Integrity : It's non-negotiable for us. We're dedicated to being transparent and accountable, always doing the right thing to build trust and lasting relationships.
If making good rest a reality excites you, we can't wait to meet you.
Job Overview :
As a Customer Success Manager at Dreem Health, your primary responsibility will be to drive our clinic's conversion and retention rates. You will guide patients through the scheduling process, ensure they attend their appointments, complete their home sleep tests, and follow through with their treatment plan. Additionally, you will be in charge of collecting patient feedback to identify opportunities for product and service improvements, ensuring our offerings consistently meet and exceed patient expectations. You will also play a key role in driving patient referrals by encouraging satisfied patients to refer others and share reviews on digital platforms. This is a target-driven position, with success linked to the number of patients seen by our providers at our clinic. As the first person in this role, you will be responsible for building the processes and structuring the Customer Success function, making this an entrepreneurial opportunity to shape and grow the activity from the ground up.
Key Responsibilities :
- Work with the sales team to ensure all referrals from care providers are converted into actual appointments.
- Follow up with patients to ensure they attend scheduled appointments.
- Drive patient referrals by encouraging satisfied patients to refer others and share reviews on digital platforms.
- Collaborate with the marketing team to automate the patient journey.
- Collaborate with the Customer Care team to ensure smooth coordination of patient interactions along the patient care journey.
- Collect and analyze customer feedback, and bring it back to marketing, product, and clinic teams to propose improvements to services, processes, products, and communication.
- Build the foundations of all processes for the Customer Success team.
- Meet and exceed monthly targets related to patient conversions and retention.
Qualifications :
Join Sunrise / Dreem Health and contribute to delivering exceptional sleep care while ensuring patient success throughout their journey!
Benefits
We offer a competitive benefits package tailored to your location, including health coverage, remote work, and other region-specific perks.
Sunrise / Dreem Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by federal, state, or local laws.
