Customer Success Manager

Job Description

Reports to: Customer Success Team Lead Role Overview: As a Customer Success Manager (CSM) based in India, you will play a key role in ensuring our US-based customers achieve success with TherapyPM. This includes driving product adoption, building strong customer relationships, and proactively addressing concerns to ensure long-term customer satisfaction. Since we cater to US clients, your work hours will overlap with the US time zone (EST/PST). Key Responsibilities: Customer Relationship Management: Build and maintain strong, trusted relationships with TherapyPM clients in the US. Serve as the main point of contact for customer inquiries, offering strategic guidance to ensure their success. Onboarding and Training: Lead onboarding sessions for new customers, including product demos and training. Guide customers through the setup process, ensuring smooth adoption and implementation of TherapyPM. Proactive Engagement: Monitor customer health and usage metrics, identifying opportunities for engagement and potential issues before they arise. Conduct regular check-ins, share best practices, and ensure customers achieve their desired outcomes. Issue Resolution & Escalation: Address any technical or operational issues quickly, escalating them as needed. Work with the support team to resolve customer concerns promptly. Reporting & Documentation: Track customer success metrics such as churn, renewals, and product usage. Maintain detailed records of customer interactions, feedback, and action plans. Required Skills & Qualifications: Experience: 3-5 years in customer success, account management, or related fields, ideally in SaaS or healthcare technology. Knowledge: Familiarity with practice management software and revenue cycle management (TherapyPM experience is a plus). Understanding of customer success metrics and strategies for improving customer retention. Skills: Strong communication and interpersonal skills with the ability to build relationships with US-based clients. Ability to work independently, prioritize tasks, and manage customer needs effectively. Technology Proficiency: Experience with CRM systems (e.g., Salesforce) and customer success tools (e.g., Gainsight). Proficient in using remote communication tools like Zoom, Slack, and email. Work Time & Location: Work Time: Full-time, Monday to Friday (40 hours/week) Time Zone: US time zones (EST/PST) flexibility required