Customer Success Manager


Santa Monica, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/04/2021
  • Website:
  • Company Address: 214 Wilshire Blvd, Santa Monica, CA 90401, US

About PatientPop

Helping medical practices grow by optimizing their online presence to attract new patients to the practice both in person and through telehealth

Job Description

At PatientPop, we believe healthcare providers should focus their attention on delivering quality care to patients. That's why we take a holistic approach to improving every digital touchpoint along the patient journey with the leading all-in-one practice growth solution.

We've helped thousands of providers since our founding in 2014. Along the way, we cultivated an incredible work environment — one of the best, according to Great Place to Work.

Our dedicated team brings a blend of experiences that drives innovation and customer success. Our culture of continuous innovation allows employees to thrive personally and professionally. And our bustling (dog-friendly!) offices are in an enviable location: just two blocks from the beach and around the corner from 3rd Street Promenade.

Now, we want you to be a part of it all.

How you will contribute:

The Customer Success Manager will work directly with client accounts to manage the relationship and strategically grow revenue. Our customers are comprised of small to mid-sized private practices and you will be instrumental in their success on the PatientPop platform. You will also work cross-functionally with multiple departments across the organization to provide top-tier service and ensure customer satisfaction. Renewals are paramount to any SaaS companies success and the work you will do as a CSM is hypercritical to the longevity of the organization. Your diverse experience will contribute to our collaborative environment and finding success not only as an individual but as a team.

Skills you’ll bring:

    Minimum of 1-year experience in a customer success or account management role
    Proven ability to manage a large book of business - you are not intimidated by 100+ accounts
    Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities - you’re not afraid to advocate for the PatientPop product and sell additional tools/products to help our practices accomplish their business needs!
    Success in a high-growth environment and adaptable to change
    Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
    Experience collaborating with various internal teams to push projects through completion in a timely manner
    Strong project management with a strict attention to detail

Why you're important to us:

The role of the Customer Success Manager is paramount to the success of PatientPop as a whole. As the bridge between our customers and our product, the Customer Success Manager is key in soliciting feedback from our customers about our product and platform. The Customer Success Managers prime focus is to ensure overall adoption of our products through continuing education and communication with our customers.

In 90 days you will:

Interact cross-functionally with internal teams to understand how key functions work together and influence your role. You will master growth strategy calls and performance reviews with clients. Refine skills to probe and respond appropriately to customer requests. Have full accountability in managing 100+ accounts while achieving your upsell quota, maintaining renewal and churn rates, communicating with clients on a regular basis, and ensuring customer satisfaction though NPS.


PatientPop has one simple mission: help healthcare practices thrive. Our solution is the leading all-in-one practice growth platform that's HIPAA-compliant and helps providers promote their practice online, attract patients, and retain them for life.  Learn more at


We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws , including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.