Customer Success Manager

The Customer Success Manager at Bold is pivotal in driving the delivery of personalized exercise programs to our Medicare members. This role includes managing critical customer launches, overseeing invoicing and reporting processes, and ensuring that we meet our clients' needs effectively. You’ll also analyze data to prepare for customer review meetings and create standardized documentation for new implementations, all while collaborating with diverse stakeholders to hit key deadlines.

To succeed as a Customer Success Manager at Bold, candidates should ideally have over one year of experience in Customer Success, Consulting, or a similar role focused on enterprise customers. A strong data-centric approach is essential, as the role requires analyzing information to communicate effectively with external clients. Additionally, excellent project management and communication skills are crucial, enabling you to create presentation decks and synthesize meetings into actionable insights.

Bold promotes success in customer implementations through effective project management driven by the Customer Success Manager’s expertise. By partnering with key stakeholders on multiple critical customer launches within the first six months, our Customer Success Manager will coordinate activities, manage timelines, and ensure that our clients receive high-quality products tailored to their needs. Growth and continuous improvement are at the core of what we do.

The Customer Success Manager position at Bold offers a competitive salary range between $80k to $110k annually, based on your relevant and transferable experience. Additionally, you will receive meaningful equity through a stock option grant along with comprehensive benefits, emphasizing our commitment to a fair and inclusive compensation strategy in a diverse workplace.

At Bold, we cherish our team members and provide an array of benefits to ensure their well-being. As a Customer Success Manager, you'll enjoy comprehensive health, dental, and vision insurance, 12 weeks of paid parental leave, company-sponsored life insurance, and unlimited paid time off (PTO). Additional perks include a 401(K) plan after six months of employment, a monthly fitness stipend, and a one-time stipend for home office setup to support your work-life balance.

When faced with project management in a fast-paced setting, I prioritize tasks based on urgency and impact. I utilize project management tools to track deadlines and communicate regularly with stakeholders to ensure alignment. This proactive approach allows me to manage multiple projects without sacrificing quality and guarantees that we deliver exceptional service to our clients.

To maintain strong customer relationships, I focus on active listening and transparent communication. I make it a practice to regularly check in with clients, provide them with updates, and solicit feedback to ensure their needs are met. Building trust through consistent and reliable interactions enables me to nurture relationships that lead to long-term partnerships.

In a previous role, I encountered a challenging situation with a client who was unhappy with the product rollout. I arranged a meeting to listen to their concerns and together, we identified the issues. By working collaboratively and providing a tailored solution, I was able to restore their confidence in our services and turned the situation into a success story. This experience underscored the importance of communication and adaptability.

I analyze customer data to extract relevant insights that align with their goals. By presenting data visually through charts and graphs, I can illustrate trends and outcomes effectively. Sharing personalized insights not only informs the client but also demonstrates the value of our product, fostering ongoing engagement and satisfaction.

My passion for customer success stems from a desire to help clients achieve their goals while delivering exceptional service. I find fulfillment in understanding their unique challenges and collaborating on solutions that enhance their experience with our product. Seeing clients succeed through our initiatives motivates me to continually strive for excellence in my role.

When creating presentation decks, I start by defining the purpose and audience. For internal stakeholders, I focus on key achievements, lessons learned, and actionable next steps. For external audiences, I ensure the content is aligned with their interests and goals, highlighting the value we deliver. Utilizing clear visuals and concise messaging helps keep both audiences engaged.

To track and report on customer implementations effectively, I develop comprehensive project timelines that outline key milestones and deliverables. I document progress meticulously and use analytics to monitor performance. Regular reports are shared with stakeholders to ensure transparency and drive timely discussions on any necessary adjustments for optimal outcomes.

In my last position, I collaborated with cross-functional teams to launch a new product feature. By leveraging each team member's strengths and encouraging open communication, we streamlined the process and met the launch deadline successfully. This experience highlighted the value of teamwork and how diverse perspectives can lead to innovative solutions.

I prioritize ongoing learning by reading industry journals, attending webinars, and participating in professional networks. Engaging with thought leaders in customer success and healthcare helps me stay informed about emerging trends and best practices. I also enjoy sharing insights with my team to foster a culture of continuous improvement.

My ongoing motivation in the Customer Success Manager role comes from witnessing the direct impact of my work on users' experiences. Knowing that I contribute to an empowering and transformative mission for aging adults fills me with purpose. This drives my commitment to enhancing customer satisfaction and achieving tangible results for our clients.