What are the responsibilities and job description for the Customer Success Manager II position at Swell?
Job Description
Job Description
Swell is a leading practice reputation management software solution designed for mid-market and enterprise-level healthcare organizations. We empower practice owners with technology tools to enhance their social presence and effectively attract and retain patients and employees.
We are seeking an experienced Customer Success Manager II who is passionate about delivering exceptional support and driving customer satisfaction. In this role, you will deepen existing relationships with our clients, ensuring they achieve their desired outcomes through our platform while identifying growth opportunities within their organizations.
Your key responsibilities will include :
- Proactively managing a portfolio of enterprise clients to foster engagement, retention, and expansion.
- Establishing clear business goals and success metrics in partnership with clients, ensuring alignment with their objectives.
- Leading training sessions and workshops to educate clients on Swell's product features, best practices, and industry trends.
- Conducting regular check-ins and health assessments to ensure clients are leveraging Swell effectively and to identify opportunities for optimization.
- Facilitating Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) to discuss performance, insights, and strategic initiatives.
- Actively gathering client feedback and relaying insights to the product and development teams to drive continuous improvement.
- Collaborating with sales and marketing teams to develop strategies for upselling and cross-selling additional services and features.
- Mentoring and supporting junior customer success team members to foster a culture of learning and collaboration.
Requirements
Benefits
Swell is an Equal Opportunity Employer. We are fully committed to diversity and maintaining a healthy work environment that is free from harassment and discrimination. All employment decisions at Swell are based on business needs, job requirements, and individual qualifications without regard to race, sex, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.
