Customer Success Manager

About Pear Suite

Pear Suite’s care navigation platform empowers staff to collect, visualize, understand, and act on social determinants of health data, enabling various healthcare entities and community-based organizations to meet the social needs of their community in a culturally sensitive, person-centered way.

About The Role

Job Title: Customer Success Manager

Type: Full-Time

Pay: 80-100K

Location: Hybrid - Remote in California

Reports To: Lead Sr. Customer Success Manager

Job Overview

We are seeking a dedicated, proactive, community oriented Customer Success Manager to join our dynamic team. This role is ideal for an individual with a strong background community health work/care navigation and in SaaS software implementation and account management, who is passionate about ensuring client satisfaction and success. As a Customer Success Manager, you will play a crucial role in guiding our clients through the implementation and optimization of our platform, fostering strong relationships, and driving customer engagement and retention. Prior working knowledge of community based practices will ensure success in this role.

What You'll Do

Key Responsibilities & Duties:

• Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
• Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
• Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
• Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
• Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
• Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
• Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
• Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.
  
  

Qualifications

Minimum Qualifications:

• Proven experience in SaaS software implementation, account management and platform configuration.
• Background in community health work is a plus.
• Strong problem-solving skills and ability to handle complex client issues effectively.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency in relevant software tools and platforms, including CRM systems.
• Bi-lingual English/Spanish preferred.
  
  

If you are a results-driven individual with a passion for customer success and a knack for building strong client relationships, we would love to hear from you.

The Pay Range For This Role Is

80 - 100 USD per year(Remote - Los Angeles, US)