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Customer Success Manager

Anagram

Anagram

Administration
Remote
Posted on Friday, May 3, 2024
About Us
You may have heard about the eye care industry and all of these big vertically integrated corporations that control it. Consumers are paying more for less and eye care providers are struggling to stay afloat and provide the best care possible.
Anagram is built to help eye care providers thrive and serve their patients by enabling them to seamlessly process vision insurance benefits. We're a group of builders, innovators, and dreamers that are changing the eye care and healthcare industry from the bottom up.
Over the past few years, we’ve helped thousands of doctors and millions of patients access vision care more affordably. We're a venture-backed company and the leading software in the vision care industry.
Interested in joining a rocket ship? 🚀 Look no further! 👁️
About You
As a SaaS platform, our business model depends on building and sustaining long-term relationships. Customer Success Managers (CSMs) at Anagram act as frontline faces and voices of the company and are entrusted to represent our values. As a Customer Success Manager, you will be responsible for ensuring the adoption, engagement, and health of your book of business. You will work directly with client accounts to manage the relationship and strategically retain and grow revenue. Our customers are small to mid-sized doctors’ offices and we are looking for a team member who will enthusiastically engage with Optometrists, Opticians, Office Managers, and Practice Owners to ensure their success in using the program.
You'll be expected to effectively work your way through lists of contacts using tools like Hubspot, Zoom, Slack, G-suite, and more. We'll provide all the tools and the training necessary to speak confidently about our business and all the product knowledge necessary to answer questions confidently and competently.
We’ve set our sights on massive growth, and expect everyone who joins our team to be in a position to grow with us!

What We're Looking For:

  • Proven background in maintaining a healthy book of business
  • Success in a high-growth environment and adaptable to change
  • Strong communication, negotiating and interpersonal skills, with the ability to navigate conflict and foster transparent dialog
  • Clear and precise communication
  • Uses good judgment in customer-facing interactions
  • Ability to work under pressure
  • Strong attention to detail
  • Tech-savvy
  • Ability to effectively manage multiple priorities while working in a fast-paced environment
  • A track record of building - you’re excited to help create processes and strategies to build a world-class Customer Success Organization
  • Preferred:
  • Experience working at a SaaS startup
  • Experience in healthcare technology
  • Knowledge of insurance/medical terminology
  • Familiarity with EHR/PM systems that are prevalent in Optometry

What You'll Do:

  • Manage a large book of business, you are not intimidated by 250+ accounts
  • Manage our self-contained training program and check in on new customers to be sure they are hitting internal time-to-value metrics
  • Deliver and communicate ROI for our clients, throughout the customer lifecycle
  • Ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
  • Interpret user key health indicators, to drive and improve product utilization and adoption
  • Identify growth opportunities within an account and own renewal conversations
  • Influence a positive, solution-centric, and results-driven partnership with customers to ensure that they achieve their desired outcome on the platform
  • Quarterback experiences by various cross-functional teams at Anagram, on behalf of the customer
  • Solicit positive feedback, company reviews, and referrals from happy customers
  • Attend conferences and trade shows (occasionally as needed)
Anagram offers employees:
- Industry-leading compensation including salary and equity ownership
- MacBook, monitor, and all the technologies you need to succeed
- Medical & Dental Insurance
- 401k
- Fast-paced startup environment
- Remote first company
Anagram is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please email your request to people@anagram.care.