Job Details
Level
Experienced
Remote Type
Optional Work from Home
Position Type
Full Time
Description
About Us
Activated Insights, a Software-as-a- Service (“SaaS”) leader in long-term and post-acute care, has opened a new Customer Success Specialist seat to support our company’s growth and operational efficiency.
Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.
What Sets Activated Insights Apart:
- We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long- term care to address the fastest growing segment of the US population.
- Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.
- A high performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.
- Backed by a private investment firm with 40+ years of experience forging lasting partnerships across the healthcare industry.
Qualifications
Why Is This Role So Special?
The Customer Success Specialist plays a critical role in ensuring customers gain maximum value from our products and services. By building strong relationships and understanding each customer’s unique needs, you will help drive adoption, satisfaction, and long-term retention. This role involves onboarding new clients, providing ongoing support and education, and proactively identifying ways to enhance their experience. The ideal candidate will be an excellent communicator, empathetic listener, and strategic problem-solver who is passionate about helping customers succeed and contributing to the overall growth and success of the company.
About the Role
As a Customer Success Specialist you will manage a portfolio of SMB customers, building strong relationships and driving their success with our solutions. You will proactively engage customers at key journey points to ensure satisfaction, adoption, and retention while identifying opportunities for growth and value delivery.
Key Responsibilities & Commitments:
Customer Relationship Management
- Proactively engage customers at key journey points to drive satisfaction, adoption, and retention
- Build trust and rapport with clients, minimizing churn and managing cancellations from start to finish
- Serve as the main point of contact for assigned customers
Communication & Documentation
- Communicate clearly and professionally with customers across channels
- Maintain accurate, timely documentation of all interactions following internal procedures
Value Delivery & Product Education
- Host monthly webinars and workshops to showcase product value
- Provide ongoing product training and support tailored to customer needs
- Identify opportunities to improve customer experience and share feedback with internal teams
Performance & Metrics
Your performance will be evaluated based on:
- Net Promoter Score (NPS)
- Net Dollar Retention (NDR)
- Customer Health Score trends and improvements
- Customer retention and churn prevention efforts
- Customers saved
- % of re-engagement of stale accounts
- QBRs conducted and feedback collected
- Number of expansion opportunities identified
- CRM documentation accuracy and completeness
- Process adherence and industry insights
Collaboration
- Work collaboratively within the CS team to streamline workflows and optimize customer outcomes
- Share knowledge and support peers to create a unified, high-performing team
Product & Industry Knowledge
- Stay up to date on all Activated Insights product offerings
- Understand the healthcare landscape and its challenges as they relate to your customers
What You'll Bring
- 2+ years of professional B2B communications experience
- High school diploma or equivalent
- Strong computer literacy and proficiency in Microsoft Office Suite
- Excellent written and verbal communication skills
- Strong analytical, problem-solving, and time management skills
- Ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines
- Exceptional emotional intelligence with active listening skills
- Ability to motivate and influence others with professionalism, diplomacy, and tact
- Strong organizational skills and attention to detail
- Basic understanding of information technology processes
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer
- Frequent use of alpha/numeric keyboarding
- Ability to view a computer screen for extended periods
- Uses voice to communicate by phone
- Ability to lift up to 15 pounds at times
Schedule:
- Full time, 40 hours each week
- Monday 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.
