Customer Success Associate

About Our Client

Our client is focused on making healthcare pricing simpler, more transparent, and lower cost for everyone. The mission is to address the issue of unknown healthcare costs for consumers.

Our client is a startup backed by top venture capital firms. The team is comprised of accomplished individuals with a passion for improving healthcare and is eager to find ambitious and well-rounded teammates to join this mission.

About The Role

The Customer Success Associate (CSA) role is a critical position within the Customer Success team, designed to prepare team members for advancement to the Customer Success Manager (CSM) role. CSAs are involved in key areas that bridge customer support with strategic account management, and lead projects which ensure that customers receive value while engaging with the platform and product suite. This role serves as the foundation for developing the competencies required to be successful in the CSM role, including strategic account management, revenue forecasting, customer engagement, effective communication, and retention strategy.

To be successful in this role, it is recommended that you have prior experience within (or supporting customers within) managed care, revenue cycle, benefits consulting, or payer/provider pricing strategy. As a baseline, the organization is looking for candidates that have experience supporting healthcare customers in the SaaS space.

Key Responsibilities

• Account Planning: Assist the Customer Success team in developing and executing strategic account plans that enhance customer engagement and retention. Participate in the formulation of these plans to understand the strategic elements deeply.

• Customer Engagement: Gradually assume more direct customer responsibilities, from ownership of meetings and follow-ups to addressing customer queries and training on new features.

• Operational Excellence: Support all phases of the post-sales customer lifecycle, including onboarding, renewals, and ongoing account management. Take ownership of operational tasks to develop a robust understanding of day-to-day customer success operations.

• Strategic Support: Participate in key projects critical to the team’s success, and present findings and recommendations to leadership, demonstrating both strategic thinking and effective communication skills.

• Customer Advocacy: Act as a liaison between customers and internal teams (Engineering, Product, Sales, Operations) to communicate customer needs and feedback. Engage in problem-solving that enhances product value and customer satisfaction.

• Risk Management: Proactively identify and communicate potential customer churn risks and collaborate with the team to devise preventative strategies.

• Professional Development: Engage in learning and development opportunities to prepare for the CSM role. This includes shadowing current CSMs, participating in customer meetings, and undergoing formal training programs.

Required Qualifications

• Bachelor’s Degree in Business, Healthcare Management, or related field.
• At least 3 years of experience in a customer-facing role, preferably within healthcare, SaaS, or consulting.
• Strong foundation in customer success principles, technologies, and processes.
• Proven ability to work collaboratively across various teams and communicate effectively with diverse stakeholders.
• Demonstrated proactive problem-solving skills with a strong commitment to customer satisfaction.
• Effective ability to convey ideas and information clearly, concisely, and persuasively to a variety of audiences.
• Highly motivated individual with a desire to grow professionally.

Salary

The salary range for this full-time position is $100,000 - $115,000. The salary ranges are determined by role and level and reflect the minimum and maximum salary across all US locations.

Job Location

This is a fully remote position based in the US. The organization works with team members and contractors in the US and around the world, but operates on US business hours and works with clients entirely based in the US. For this role, US-based candidates are sought.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”