Customer Success Manager

As a Customer Success Manager at Passage Health, your main responsibilities will include managing the client onboarding process, building and nurturing relationships with client stakeholders, providing high-quality support, and gathering feedback for product improvements. You'll be the go-to person for clients, ensuring they successfully adopt our solutions and advocating for their needs within our team.

To apply for the Customer Success Manager role at Passage Health, you should have 3-5 years of experience in a client-facing role such as customer success or onboarding, ideally in the SaaS or healthcare technology sector. You’ll need strong communication skills, a customer-centric mindset, excellent organizational abilities, and a proactive attitude, with a passion for making an impact in autism care preferred.

At Passage Health, we empower our Customer Success Managers through cross-functional collaboration and continuous support. You'll work closely with sales, product, and support teams to ensure a seamless experience for clients while also contributing your views on product enhancements based on client feedback. This teamwork fosters growth, learning, and innovation within the role.

A Customer Success Manager at Passage Health can have a tremendous impact by improving the user experience for our clients, which in turn benefits children with autism. By ensuring successful implementations and advocating for client needs, you help drive adoption and satisfaction, ultimately contributing to the overall mission of making autism care more accessible and effective.

Yes, there is significant room for growth within the Customer Success Manager position at Passage Health. As an early-stage start-up, we encourage innovation and reward initiative, providing opportunities for professional development and expansion of responsibilities as you grow with the company.

When answering this question, highlight your experience in fostering relationships by sharing specific strategies such as regular check-ins, personalized communication, and understanding clients' individual needs. Emphasize your ability to be a trusted advisor and foster open lines of communication.

Discuss your approach to conflict resolution, showcasing your listening skills and problem-solving techniques. Provide an example of a past situation where you navigated a challenging client issue successfully, illustrating your proactive mindset and dedication to customer satisfaction.

Make sure to reflect on your past onboarding experiences, detailing your processes for ensuring smooth transitions. Discuss your strategies for managing timelines, training, and follow-up support to ensure clients feel confident and capable of using the provided solutions.

Explain your methods for gathering feedback and communicating client needs to product and development teams. Share how you’ve successfully influenced changes based on client feedback in previous roles, demonstrating your capability in being the client’s voice within the organization.

Be prepared to discuss the specific Customer Relationship Management (CRM) tools, product management software, and customer helpdesk systems you've utilized. Emphasize your ability to leverage technology to analyze customer data and improve service delivery.

Share specific metrics you've utilized to gauge customer success such as Net Promoter Score (NPS), customer retention rates, and product adoption metrics. Highlight your ability to analyze data and algorithmically tailor your strategies based on those findings.

Articulate your personal motivations for working in customer success, such as the joy of helping clients achieve their goals or a personal connection to the industry. This is an opportunity to connect your passion with the mission of Passage Health.

Detail a specific instance where you successfully addressed a client's dissatisfaction, focusing on your diagnostic skills, communication, and the steps you took to resolve their concerns. Emphasize your ability to maintain a positive relationship thereafter.

Discuss your time management strategies, such as using project management tools, prioritizing urgent tasks, and maintaining clear documentation for each client. Your organizational skills are essential for thriving in the fast-paced environment at Passage Health.

When responding to this question, convey your ambitions while aligning them with the goals of Passage Health. Discuss your desire to impact the autism care field positively and grow within a company that shares your values.