Customer Success Manager

Responsibilities:

● Responsible for customer health, user satisfaction, overall growth and churn prevention

due to unfulfilled expectation

● Continuous monitoring of feature adoption across customers ensuring higher degree of

stickiness and maximizing the benefits in the product

● Drive product initiatives for higher feature adoption. Periodic webinars for new releases

and presenting the newly launched solutions

● Be a customer advocate and drive product roadmap for ensuring evolving needs are

being addressed.

● Constant monitoring of customer usage to understand areas they need assistance and

training to improve adoption

● Evangelize the customer adoption and success stories within the larger product org

● Constantly meet with the larger product org to present challenges faced by the

customers

● Review the product roadmap to ensure tactical customer pain points are addressed in a

timely manner.

● Coordinate with Sales and Onboarding teams to drive customer success from the start of

their journey in Carestack

● Program manage beta programs for new features to take feedback

● Manage and own feature discovery and coordinate with Product Management teams for

the final solution and validation

● Responsible for overall feature usability and eligibility criteria for releasing features to

customer

Required Skills / Experience:

● Understand customer pain points and translate them into objective problems

● Identify the right problems and prioritize

● Deep understanding of product development life cycle

● Understanding of Product management tools, processes and ceremonies

● Past experience of product management and customer management

● Experience of dental domain and dental Practice management systems

● Coordination and stakeholder management

● Experience in working with development & engineering teams