The Customer Success Manager (CSM) is responsible for providing customers with ongoing measurable value and a seamless utilization journey related to the Turquoise Health product suite. The CSM is an expert in developing relationships at all levels within customer organizations, working collaboratively with customers and colleagues to creatively solve problems, and will lead the strategy for client retention and satisfaction.
To be a successful candidate for this role, you will need to have experience working in the healthcare industry, and a relentless drive to advocate for your customer’s needs. Knowledge of provider/payer contracting strategies, reimbursement calculation methodologies, hospital billing/coding, claims data, or revenue cycle management will help you ramp quickly, but is not necessary. Below is a list of ideal qualifications for this position. Don’t meet every single one of them? That’s okay! We prioritize your dedication to eliminating the financial complexities of our healthcare system and your healthcare customer professionalism.
ResponsibilitiesAs a Customer Success Manager, you’ll:
- Own a book of business with a variety of customer accounts from the post- sales/implementation phase and throughout the lifetime of the account
- Develop, execute, and maintain an annual strategic account plan and client value roadmap, and perform QBRs to drive business value and ROI for customer
- Be responsible for a territory quota and on-time quota attainment as well as negotiation of renewals and partnering with sales on upsell/cross-sell opportunities
- Build and maintain strong rapport with client decision-makers and key influencers within each of your accounts
- Proactively address customer needs and have a deep understanding of customer unique goals and challenges
- Provide ongoing training, support, and resources to customers to help them make the most of Turquoise products
- Lead renewal initiatives within existing accounts and identify opportunities to expand customer playbooks and revenue by product vertical
- Provide consistent reporting for leadership on your customer renewal pipeline and the current health of customer accounts
- Synthesize customer feedback and work cross-functionally with Product, Sales, Engineering, Solutions Engineering and collaboratively within Customer Success on Data, Strategy and Implementation to meet customers goals and objectives
- Help navigate complex data challenges and work collaboratively with internal technical teams to strategize a path forward
- Assist in the creation of customer success resources, such as user guides, FAQs, and video tutorials and community new features and products to customers
- Stay on top of industry and regulatory changes to serve as an industry expert for customers
RequirementsWhat you bring to the Customer Success Manager role:
- 6+ years of experience as a CSM in the healthcare industry, or relevant SaaS and/or consulting experience specific to healthcare
- Demonstrated ability to convey data-driven ideas and information clearly, concisely, and persuasively.
- Regular achievement of a territory quota and success negotiating renewals, including cross-sell or upsell, for services or SaaS products
- Executive facing experience, and experience driving high-level conversations and strategic initiatives for customers
- Experience de-escalating difficult customer conversations, and successfully getting an at-risk customer back on track
- Ability to distill complex technical and healthcare-related information in an easy-to-understand manner
- Strong communication and collaboration skills and ability to work across seniority levels and functions
- Occasional travel to visit customers or attend conferences up to 10% of the time
Salary
The salary range for this full-time position is $135,000 – $160,000, which includes a ~15% variable compensation component. Our salary ranges are determined by role and level and reflect the minimum and maximum salary across all US locations (please note: salaries are location agnostic). Within the range, individual pay is determined by factors including job-related skills, experience, and relevant education or training. We will talk about compensation in our first conversation and be transparent throughout the process about which level we think is the best match for you in our organization. Please note that the salary range does not reflect total compensation, which includes base salary, benefits, and company stock options.
Benefits
- Competitive pay with equity options
- Stellar health care plan options (Medical, Dental & Vision)
- Unlimited PTO
- 401K + 4% Matching
- Fully remote work + $750 work-from-home stipend + paid quarterly remote co-working weeks
- Monthly health and wellness benefit
- Generous family leave
- Annual $1,200 Learning & Development Benefit
About Turquoise Health
At Turquoise, we’re making healthcare pricing simpler, more transparent, and lower cost for everyone. Have you or a family member ever gotten an MRI, a lab, or even a straightforward surgery without knowing the cost in advance? That’s bonkers, right? We’re working to fix that.
We’re a Series A startup backed by top VCs a16z, Box Group, Bessemer Venture Partners, and Tiger Global. Most importantly, we’re an accomplished group of folks (moonlighting as authors, bass players, improv instructors, chefs, linguists, and trivia buffs) with a passion for improving healthcare. We’re eager to find ambitious and well-rounded teammates to join us on this mission.
Job Location
Turquoise Health is a fully remote company based in the US. We work with team members and contractors in the US and around the world, but we operate on US business hours and work with clients entirely based in the US. For this role, we are seeking US-based candidates.