At Roundtrip, our mission is to simplify healthcare transportation to ensure every patient can get to and from their appointments safely and on time. We're a technology-driven company connecting patients and healthcare professionals with a network of reliable transportation providers. We are looking for a Customer Success Manager (CSM) to be a key partner in our customers' journey, ensuring they maximize the value of our platform and fulfill our shared mission. This is a unique role that combines the responsibilities of an Implementation Manager with an ongoing Customer Success Manager.
About Roundtrip
Founded in 2016, Roundtrip is committed to removing transportation barriers and revolutionizing healthcare access. With a passion for patient care, we harness cutting-edge technology to provide unrivaled scheduling and coordination of non-emergency medical transportation. Our clients include some of the most prestigious healthcare providers and forward-thinking Medicare Advantage health plans, all benefiting from our innovative SaaS platform and Navigation Center services. By leveraging our solution, our clients have successfully reduced patient no-shows, expedited the patient discharge process, improved patient and staff satisfaction, and decreased healthcare expenditures on patient rides.
Description
In this role, you will own the customer journey from the moment a contract is signed, leading onboarding and implementation, and then building long-term relationships to drive adoption, uncover insights and new opportunities, and ensure our customers are continuously successful.
This position sits on our Customer Team, reports to our Chief Customer Officer and is 100% remote, with Occasional travel (up to 20%) that will be required for company-wide meetings and occasional customer site visits. While the position is open to candidates nationwide, preference will be given to candidates who can work primarily West Coast (PST) hours to support a west coast-weighted book of business. The salary range for this role is $75,000 - $80,000, based on experience and level of work independence.
What You’ll Do:
- Lead Implementation and Onboarding: Manage the full implementation and onboarding lifecycle for new and existing customers, including workflow analysis, system configuration, technical integrations with our solutions architecture team, and user training.
- Drive Customer Adoption and Value: Serve as a strategic partner to customer stakeholders, maintaining a regular cadence of meetings to align on success plans, review goals, analyze performance metrics, identify opportunities for continuous improvement and unlock testimonials, case studies, or reference opportunities
- Analyze Performance: Conduct regular and ad-hoc data analysis to investigate trends, uncover insights, and advocate for customer needs using metrics and data to guide conversations.
- Proactively Manage Customer Health: Monitor customer usage and data dashboards to identify health trends and risks and elevate topics for meaningful discussion internally. Develop and execute action plans that address potential issues and ensure customer retention and satisfaction.
- Collaborate and Advise: Partner with our Support Operations team to resolve individual ride issues and leverage their expertise for seamless customer operations. Provide key insights to the Growth team to support upsell opportunities and renewal discussions.
- Gather Voice of the Customer: Act as the voice of the customer internally, collecting feedback and insights to inform our product roadmap, feature development, and process improvement initiatives.
What You’ll Have:
- Previous experience in a B2B healthcare customer-facing role, ideally within a company offering technology and services
- Proven experience leading software implementation and onboarding projects for new clients
- Strong analytical skills with ability to use data and metrics to manage customer conversations and feedback
- Excellent organizational skills and the ability to manage multiple priorities and accounts
- Proficiency with CRMs (e.g. Salesforce), CSPs (e.g. Vitally) and Microsoft Office Suite (specifically Excel and PowerPoint)
- Exceptional presentation, verbal, and writing skills
What We Value:
At Roundtrip we are not only focused on our mission but also hold ourselves to high standards when it comes to our team. Being part of the Roundtrip team isn't just about showing up and doing your job — it's about living our values every day: Lead with empathy, Own the Outcome, Innovate Responsibility, Embrace Evolution and Partner for Impact.
Diversity & Inclusion is more than initiative at Roundtrip. Our team is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected class. If, due to a disability, you need accommodation during the interview process, please let us know.
What We Offer:
- Comprehensive Medical, Dental, and Vision Coverage - Roundtrip offers competitive benefits designed to meet a variety of needs. We cover 100% of the employees’ premium for our base medical plan, with buy-up options and family coverage available at an additional cost.
- 401(k) with Matching and Immediate Vesting -we match employee contributions up to 3% and all employer contributions are 100% vested immediately — meaning they’re yours from day one.
- Company Stock Options Plan -option grants allow each employee to share our success with the opportunity to own a piece of the company.
- Fully Remote Team -work from anywhere in the U.S. (role dependent). As a remote-first company, we stay connected daily through Slack and Teams, with an annual in-person meetup to bring the team together.
- Flexible, Unlimited Time Off- We trust our team to take the time they need — for rest, vacation, or personal matters. Minimum of 10 days off per year required, 11 paid company holidays observed annually and Paid Parental Leave
- Feel-Good Fridays - We wrap up early every Friday afternoon so you can start your weekend feeling refreshed.
- Lifestyle Benefits-Use your company issued credits in our online marketplace to choose from hundreds of well-being and lifestyle services — including Uber Eats, DoorDash, Airbnb, coffee subscriptions, and more.
- Fixed Monthly Remote Work Stipend – To offset any costs you may incur as a remote employee, such as internet, cell phone, or supplies etc. (company laptop provided).
We truly appreciate every application we receive. Due to the high volume of interest, only candidates selected to move forward in the process will be contacted. Please note you must be legally authorized to work in the U.S. — we are unable to provide visa sponsorship at this time. Thank you for your understanding!
Salary
$75,000 - $80,000 per year
