💫 Customer Success Manager

San Francisco, CA (Remote) /
Go To Market – Customer Success /
Full Time
/ Remote
About the role:
We are looking for a great teammate who partners with executive stakeholders and drives technical implementations and transformation programs for customers. As an expert in both our products and the business of our customers, the Customer Success Manager understands how to help customers get the most out of their investments, and acts as a trusted advisor to empower and enable the end user.  At the end of the day, the Customer Success team brings more joy to onboarding, implementing and learning to use Infinitus solutions.
With a strong knowledge of customer workflows/needs, the Customer Success Manager has an innate ability to get customers up and running on Infinitus solutions.  They know the power of customer listening and customer advocacy.
Join us to create time for healthcare. Our solution frees up healthcare providers’ time so they can spend more time helping patients.
This position may include up to 20% domestic travel.

What you'll be doing

    • Manage the ongoing customer relationship, oversee implementation and ongoing product and solution briefings and coordinate technical resources as needed.
    • Build out a Customer Success team and rally them behind goals.
    • Upsell and uncover additional customer needs and pain points, while remaining focused on the holistic customer experience and life cycle.
    • Develop the strategy to resolve technical roadblocks for customers and work cross-functionally internally in order to retain and grow customer business.
    • Understand that customer relationships go beyond their technical needs.

What we are looking for:

    • Has a demonstrated effective use of consulting and/or customer success skills working with a minimum of five (5) years healthcare Solutions or (7-10) SaaS experience required.
    • Manages multiple stakeholders in large, complex organizations (Strategic or Enterprise Accounts).
    • Data driven, proactive and focused on root-cause analysis of a problem.
    • Grew up in an environment focused on tracking customer experience.Has a blend of technical experience and people skills, excelling at managing customer relationships that are focused on technology to create business efficiencies.
    • Ability and comfort to expand the account for additional business opportunities.
    • Uses net promoter score (NPS) and other metrics to move the needle in delighting customers.
    • Listens to users and charts a path to success and a specific outcome.
    • A sense of urgency, is action-oriented and results driven.
    • A person with a strong “hands on'' and disciplined work ethic.
    • Someone who sets a quick pace and constantly raises the bar for themselves towards higher levels of achievement.
    • Demonstrates initiative, innovation, continual learning, and personal development.
    • Works well in both individual and team environments.
    • Excellent verbal and written communication skills.

What we can offer you:

    • Competitive salary and pre-IPO stock options
    • 100% company-paid medical, dental and vision insurance (for employee)
    • Mental & Behavioral Health Benefits
    • Flexible paid time off
    • Leave programs for life events
    • 401(k)
    • Team Building Events & Happy Hours
    • A great company culture with a strong emphasis on diversity, equity and inclusion
Infinitus Systems, Inc. is an early stage startup building a voice automation platform to enable businesses to communicate with each other efficiently. Infinitus has raised $51.4M to date and is backed by Kleiner Perkins, Coatue Management and Google Ventures. Healthcare is one of the biggest contributors to the US GDP and we are on a mission to reduce the complexity and spend on healthcare backoffices. At Infinitus, you will have a unique perspective on the development of cutting edge technology while working with major players across the healthcare industry in the US.

Infinitus is made up of engineers, product managers, AI trainers, and operations specialists who collaborate on all kinds of projects. We not only encourage each other to do our best work, we also share our pet pictures, our favorite recipes, and stories from our vacations.

At Infinitus Systems, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Infinitus Systems believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.