Are you passionate about creating unparalleled customer experiences? Are you skilled in cultivating strong relationships with executives? As our Senior Customer Success Manager, you'll be the driving force behind our most valuable customer relationships, transforming challenges into opportunities and ensuring our solutions not only meet but exceed expectations. If you're ready to optimize practice management for healthcare providers and lead with strategic insight, this is the role for you.

About us

Vital Interaction is a rapidly growing company, transitioning from a bootstrapped startup to a major player in the healthcare IT market. With offices in Austin, Texas, and Antigua, Guatemala, we pride ourselves on our strong team spirit and collaborative approach to delivering top-tier service to our valued customers. Our culture of continuous learning and personal growth empowers every team member to thrive both professionally and personally.

Position overview

The Senior Customer Success Manager (CSM) will be responsible for managing and nurturing relationships with our high-value customers, driving their success, and ensuring they receive maximum value from our solutions. This role requires strategic thinking, deep product knowledge, and exceptional communication skills to effectively address complex customer needs and contribute to the growth of our customer success department.

Please note that while this position is remotely-based, we are only looking for candidates located in Texas, Georgia, and Colorado at this time

Key responsibilities

• Customer Relationship Management: Build and maintain strong, long-term relationships with key stakeholders, including executives, to ensure high levels of satisfaction and retention.
• Strategic Planning: Develop and implement customized success plans for assigned customers, aligned with their business goals and objectives.
• Onboarding and Training: Oversee the onboarding process for new customers, providing training and support to ensure successful adoption of our products.
• Advocacy and Growth: Act as a customer advocate within the company, championing their needs and driving product enhancements based on feedback.
• Issue Resolution: Address and resolve complex customer issues, working cross-functionally to provide timely and effective solutions.
• Data Analysis: Utilize data and metrics to track customer health, identify opportunities for improvement, and measure the success of customer initiatives.
• Mentorship: Provide guidance and support to junior CSMs, sharing best practices and contributing to their professional development.
• Project Management: Lead and manage key customer projects, ensuring timely delivery and alignment with customer expectations.
• Upselling and Renewals: Identify opportunities for upselling and renewal, negotiating terms and ensuring mutual satisfaction.
• Change Management: Guide customers through product changes and updates, minimizing disruptions and maximizing positive outcomes.

Qualifications

• Experience: Minimum of 5 years of experience in customer success, account management, or a related field, with at least 3 years in a senior or lead role.
• Education: Bachelor's degree.
• Skills:
  • Exceptional interpersonal and communication skills, with the ability to build rapport with executives and stakeholders.
  • Strong problem-solving abilities and experience managing complex customer issues.
  • Proficiency in data analysis and leveraging metrics to drive decision-making.
  • Experience with project management and leading cross-functional teams.
• Technical Aptitude: Comfortable with technical aspects of the product and ability to explain technical details to non-technical audiences.
• Customer-Centric: Deep commitment to understanding and addressing customer needs, with a focus on creating exceptional customer experiences.

Benefits and perks

• Comprehensive medical, dental, and vision benefits
• Life insurance and short-term disability
• 401(k) savings plan
• Generous paid time off, including company-paid holidays and a flexible PTO policy

Our culture
We foster a culture of continuous learning, personal growth, and empowerment, ensuring that every member of our team can thrive both professionally and personally. Located in central Austin, Vital Interaction values in-person connections, fostering a strong team environment through face-to-face interactions like lunches, walking meetings, and collaborative workspaces. We believe these connections enhance company culture and drive business results, and we aim to make our office space welcoming with perks like lunches and happy hours to support your best work.

More about us
Founded in 2010, Vital Interaction is a team of passionate individuals dedicated to transforming healthcare. When you join our team, you become part of an organization backed by leading investors in both Austin and Silicon Valley that values excellence, creativity, and collaboration. Here, you'll have the opportunity to promote cutting-edge technologies and solutions that have a profound impact on patient care.

Our proven Automated Patient Intelligence Platform combines healthcare data, business intelligence and workflow automation to help you gain valuable insights into your medical practice and create meaningful patient interactions. The platform helps practices increase revenue, staff productivity and overall patient satisfaction.

This is a remote position.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Vital Interaction

We're a diverse team that's driven by our core values

• Show you care
• Go the extra mile
• Take ownership
• Be your best self

We put our heart into doing our best work each day:

• Laser Focused on Customer Success: By listening carefully to customer needs, we ensure tangible results and provide solid evidence of their return on their investment.
• Immense Functional Expertise: Using insights gathered from each customer engagement, we specialize in managing and optimizing complex communication workflows for healthcare providers.
• Extensive Learning Opportunities: We provide opportunities for our customers, partners, and team members to leverage our experience and company culture to grow both personally and professionally.
• Entrepreneurial Culture: We pride ourselves on our entrepreneurial culture and an environment that encourages freedom and personal responsibility.

We're an innovative healthcare software company based in Austin, Texas that provides practice automation and patient communication software solutions to medical practices and healthcare facilities around the country. Using advanced technology, we've developed an automated, cost-effective, interactive, and easy-to-use solution that allows professionally run medical practices and healthcare organizations to manage complex automated process workflows with their patients that drives practice revenue and patient engagement. Our automated platform is easily customized by both the healthcare provider and the patient to enable communications via text, email, or phone call that ensure effective use of time for doctors, patients, and staff members.

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