Customer Success Manager

Customer Success ManagerActivated Insights, a leader in SaaS solutions for the post-acute and long-term care markets, is seeking an experienced and results-driven Customer Success Manager with exceptional communication skills and a proven track record in driving customer engagement and project management. Since our founding in 2008, Activated Insights has grown to over 250 team members, serving more than 12,000 sites of care and making a positive impact on millions of patients, clients, and residents.In 2023, we united leading post-acute and long-term care technology companies to form a single brand, delivering mission-critical applications and analytics for better care. Our Activated Platform offers tools for employee engagement, education, satisfaction surveys, and reputation management.

We empower providers to make the most of every interaction—for employees, clients, and beyond—through better understanding and improved experiences.Our mission is to support long-term and post-acute providers with mission-critical applications to improve outcomes for all stakeholders in the care continuum. Our vision is to partner with the industry to enable the delivery of exceptional experiences. Our core values are:Client-focused: Meeting our customers where they need us.Committed: Be present where you are.Innovative: Practical in how we help create value.Accountable: Make it better through the measurement of our results.QualificationsWe are looking for a genuine and hardworking Customer Success Manager.

This person's focus will be supporting the company's strategic objectives through the development of long term B2B working relationship with post-acute care providers across North America. This is a job that requires excellent communication skills and someone who is passionate about helping businesses in the post-acute care industry.Benefits Offered:Unlimited paid time off with minimum number of days along with mental health daysFlexible schedulingAnnual wellness reimbursementCompany paid dental, visionCompetitive medical benefitsWork events- both virtual and in-personFun culture and an awesome team supported by recognition tools like BonuslyKey ResponsibilitiesMeet and exceed retention, contract expansion and overall customer satisfaction goals with assigned Strategic customersEstablish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and servicesWork with clients to establish critical goal, or other key performance indicators and aid the customer in achieving their goalsAssist sales with high value prospects in final stages of the sales process with the goal of increasing conversion rates while providing a seamless experience to new customersManage account setup and onboarding for all assigned customers. Provide customers with additional training, resources, and support as needed.Conduct scheduled Business Reviews (BR) for all assigned customers at intervals determined by customer value.

This may require travel to visit the customer at their locationProactively connect with all assigned customers that show signs of possible subscription cancellation or downgrade and work with them to reduce that riskWork with assigned customers that communicate their intent to cancel or downgrade their subscription with the goal of understanding why they would like to cancel or downgrade and if possible, get the customer to renewIdentify upselling and/or marketing opportunities and provide leads to the appropriate teamMaintain up to date information, status, documentation, and other pertinent details of assigned customers in Activated Insights Customer Relationship Management (CRM) toolExperience and QualificationsMinimum 2+ years of experience working in a professional environment, preferably in customer serviceBachelor's degree in Business Administration, Communications, Marketing or related field, or any equivalent combination of experience and training that provides the required knowledge, skills and abilitiesPrevious experience in Customer Success or equivalent history in increasing customer satisfaction, adoption, and retentionProven customer focus experience ensuring the customer perspective is a driving force behind business decisions and activitiesProven track record of delivering measurable resultsExcellent verbal and written communication skills working in a professional environmentExcellent, time management, organizational and planning skillsKnowledge of and/or experience with a CRM toolSoftware-as-a-Service (SaaS) experience with customer serviceExperience with screen share softwareComputer SkillsTo perform this job successfully, an individual should have knowledge of computers/software, MS Windows, Word, Excel, PowerPoint, Google Chrome, and OutlookLocation:On-Site - Idaho Falls, IDPhysical Requirements:Prolonged periods sitting at a desk and working on a computer.Multiple video meetings each day where web camera use is required.Schedule:Full time, 40 hours each weekMonday through Friday, core business hours of 8:00 AM to 5:00 PM locally with occasional flexibility for collaboration across time zones or to meet critical deadlines.