Job Overview:
Curenta is seeking a proactive and results-driven Customer Success Manager to join our team, focusing on Assisted Living Care SaaS solutions. This role is pivotal in ensuring client satisfaction, onboarding new customers, and driving subscription growth. The ideal candidate will excel in creating impactful training materials, fostering strong client relationships, and helping customers maximize the value of our software solutions.
As the primary point of contact for clients, the Customer Success Manager will oversee onboarding, education, and ongoing support to ensure seamless adoption of product features and functionalities.
Key Responsibilities:
Client Onboarding:
- Manage the onboarding process for new clients, ensuring a smooth transition and thorough understanding of the SaaS platform.
- Conduct personalized training sessions tailored to client needs, delivered both in-person and through remote tools.
Training Material Development:
- Develop comprehensive training materials, including videos, guides, and documentation, to educate clients on platform functionalities and updates.
- Regularly revise training content to reflect the latest features or improvements.
Client Engagement and Support:
- Proactively engage with clients to introduce and explain new features, ensuring successful adoption and optimal software usage.
- Serve as a trusted resource for client inquiries, concerns, and troubleshooting needs.
Subscription Growth:
- Identify opportunities to expand subscriptions by presenting features or packages that align with client needs.
- Build strong relationships with key stakeholders to drive satisfaction, renewals, and upgrades.
KPI Monitoring and Reporting:
- Track and analyze customer success metrics, including satisfaction scores, feature adoption rates, and subscription growth.
- Maintain detailed records of client interactions and feedback using CRM tools.
Feedback Loop:
- Gather and share client feedback with product and development teams to enhance platform functionality and overall customer satisfaction.
Minimum Qualifications:
Education:
- Bachelor’s degree in Business, Healthcare Administration, or a related field.
Experience:
- At least 6 years of experience in customer success, client onboarding, or account management within the assisted living, senior care, or healthcare SaaS industries.
- Proven experience working directly with assisted living facilities or senior care providers.
Communication Skills:
- Exceptional verbal and written communication skills, with the ability to effectively convey technical information to non-technical healthcare professionals, including facility administrators and caregivers.
Training Development:
- Demonstrated experience in creating training manuals, instructional videos, and user guides tailored to assisted living care teams.
Technical Proficiency:
- Hands-on experience with SaaS platforms and tools, particularly those designed for healthcare operations, care coordination, or resident management.
Problem-Solving and KPI Management:
- Proven ability to set, track, and analyze KPIs such as feature adoption rates, customer retention, and subscription upgrades.
Customer Engagement Expertise:
- A strong track record of building and maintaining relationships with assisted living facility teams, ensuring high satisfaction and loyalty.
Preferred Qualifications:
Certifications:
- Certification in customer success, care coordination, or account management (e.g., CCSM, CSM).
Why Join Curenta?
- Work on cutting-edge AI and B2B technologies: We are at the forefront of AI and B2B innovation. Our employees have the opportunity to work on the latest and greatest technologies, making a real impact on the world.
- Work with some of the best minds in the industry: You will be part of a team of highly motivated and talented people who are passionate about making a difference. You will have the chance to learn from some of the best minds in the industry.
- Supportive and collaborative work environment: We believe in creating a supportive and collaborative work environment where our employees can thrive.
- Competitive salary and benefits package: We offer a competitive salary [$80,000 to $100,000 annual gross salary] and benefits package to our employees [i.e. Health Insurance, Dental, Vision, and 401(k)].
