Senior Customer Success Manager

Buoy Health

Boston, MA, US / New York City, NY, US / Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/13/2021
  • Website: www.buoyhealth.com
  • Company Address: 883 Boylston Street, Suite 2, Boston, MA 02116

About Buoy Health

AI-driven digital assistant that helps patients self-diagnose and triage to appropriate care.

Job Description

Job to be done
We’re the best way to get better.
 
About Buoy Health
Buoy builds a digital health tool that helps people – from the moment they get sick – start their health care on the right foot. Started by a team of doctors and computer scientists working at the Harvard Innovation Laboratory in Boston MA, Buoy was developed in direct response to the downward spiral we’ve all faced when we attempt to self-diagnose our symptoms online. Buoy leverages artificial intelligence – powered by advanced machine learning and proprietary granular data - to resemble an exchange you would have with your favorite doctor – to provide consumers with a real-time, accurate analysis of their symptoms and help them easily and quickly embark on the right path to getting better. Buoy is based in Boston and was founded in 2014.
 
About the role
The Customer Success Manager role is twofold: this individual oversees a portfolio of Buoy’s largest and most strategic customers while developing and supporting the strategic scaling of the Customer Success team. This individual is charged with driving customer loyalty by establishing strong relationships from the point of sale, executing data driven strategies to maximize the success of our most complex customers, securing contract renewals and account growth. This role is also charged with supporting the Director of Customer Success in the development and scaling of a world class success and management model for Buoy’s employer customer, all alongside the company’s expanding strategy and scope.  
 
Responsibilities
-- Proactively problem solve and identify key success and growth opportunities for customers, including upsell potential and product improvements.
-- Manage challenging client requests or issue escalations as needed. 
-- Clearly communicate Buoy’s long term value story with customers from kick off to renewal. 
-- Build and maintain strong, long-lasting client relationships as a trusted advisory to key stakeholders and executive sponsors.
-- Drive productive client meetings while proactively  anticipating client needs and milestones specific to the employer benefits and health plan industry.
-- Collaborate and support the Sales/Business Development team through pitches, client testimonials etc. 
-- Strategize and support the Director of Customer Success in building an evolving customer success model.
-- Test, learn and grow at a rapid pace. 
-- Potential for people management within the Customer Success team. 
-- Collaborate cross-functionally to help establish and maintain strong internal processes to better support the client base. 
 
About you:
-- 5+ years of relevant experience in a customer success role
-- Background in large-scale customer relationship management, with demonstrated success in partnering with clients to achieve their goals and in retaining and growing a relationship with them.
-- Proven ability to establish and maintain strong relationships with client executives, channel partners and internal executives
-- Self-starter, curious, accountable, enjoys a healthy level of autonomy, strong work ethic; demonstrates agility and welcomes change
-- Comfort with ambiguity and ability to succeed while working under pressure in a fast-paced, high intensity start-up environment
-- Excellent oral and written communications skills; expert listening skills
-- Demonstrated problem resolution and analytical skills
-- Excels at multitasking and managing multiple high-priority customer engagements at once. Expert at prioritizing one’s own work
-- Experience working with health plans, providers, or employers a plus
-- Comfortable engaging or leading sessions without having all the information on hand
 
 
Benefits:
-- Stock Options
-- Unlimited PTO
-- Medical, Dental, Vision
-- 401k with matching
-- Dogs in the office!
-- Half day Fridays
-- Work from wherever
 
Equal Opportunity Employer Statement:
At Buoy, we are united by our commitment in guiding people to the right care. And we believe it takes a workforce that nurtures difference to get the job done. Buoy champions inclusion. We encourage applicants of all ages, races, ethnicities, colors, national origins, genders, gender identities and gender presentations, sexual orientations, disabilities, veteran status, and other characteristics that make a person unique. We are proud to be an equal opportunity employer, and to be a part of a team that prioritizes diverse points of view.
 
**This role is located in the United States. Unfortunately, we are unable to support international applicants at this time.

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