Partner with sales and implementation to support smooth onboarding, ongoing training, and adoption of contracted functionality for each account.
Form deep relationships with customers, serve as a trusted advisor, and ensure ongoing success, engagement, and strategic conversations with key stakeholders and decision makers.
Develop Verifiable product expertise to build credibility and add value for customers.
Conduct regular touchbases and quarterly business reviews across your accounts to ensure retention and strategic alignment between Verifiable and our customers. Identify upsell and expansion opportunities by understanding customer goals and aligning them with new product features or services.
Drive commercial negotiations with customers and internal legal and finance teams to efficiently and symbiotically close deals and restructure contracts.
Drive a feedback loop with cross-functional teams by gathering and synthesizing customer inputs to inform product development and prioritize roadmap enhancements.
Support accounts with custom reporting needs outside of the standard product.
Monitor account health and proactively resolve and escalate issues to reduce churn.
Maintain CRM hygiene, ensuring account records and documentation are up to date.
Pursue ongoing healthcare industry and CRM platform education and training.
Contribute to team-wide initiatives to make Verifiable a great place to work and drive Customer Success department efficiencies.
Qualifications
3+ years of Customer Success in B2B SaaS
Experience managing a book of business > $1M ARR, building pipeline, & closing deals
Strong relationship-building, communication, presentation and problem-solving skills
Experience navigating complex, matrixed client relationships and driving retention
Familiarity with Salesforce CRM and customer success tools
