Theranica · 3 days ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

5+ years exp

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Responsibilities

Lead and manage a team of customer support representatives, providing guidance, coaching, and support to ensure high performance and job satisfaction. Set clear goals and expectations, monitor performance metrics, and provide regular feedback and recognition.

Onboard new Nerivio users, providing comprehensive product education and training.

Proactively engage with consumers and customers, addressing their questions and concerns, and ensuring a positive Nerivio experience.

Develop and implement strategies to drive product adoption and long-term user engagement.

Track and analyze customer success metrics, identifying areas for operational improvement and program optimization.

Collaborate with cross-functional teams (Medical Affairs, Market Access, Marketing and Sales) to ensure a seamless user journey and continuous product improvement based on customer feedback.

Champion the voice of the customer within the organization.

Qualification

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Customer SuccessHealthcare Industry KnowledgeManagerial ExperienceUser Journey UnderstandingMedical Concept TranslationCRM Software ProficiencyData AnalysisPatient AdvocacyInnovative TechnologyProblem-SolvingCommunicationInterpersonal SkillsRelationship BuildingRemote Patient MonitoringDigital Health SolutionsChronic Pain ManagementMigraine

Required

Minimum 5-7 years of experience in customer success with documented increase in responsibility, ideally within the healthcare or medical device industry. At least 3-5 years as manager of a consumer facing team.

Proven track record of building strong relationships and exceeding customer expectations.

Excellent communication and interpersonal skills, with the ability to build rapport with patients from diverse backgrounds.

Bachelor's degree in healthcare administration, business administration, or a related field or relevant equivalent experience.

Strong understanding of the user journey and ability to translate complex medical concepts into clear, actionable information.

Proficiency in customer relationship management (CRM) software and data analysis tools. A passion for patient advocacy and improving health outcomes through innovative technology.