Customer Success Manager

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Customer Success Manager position, you'll own the health and success of DSSI's customer accounts,leveraging AI and data-driven insights to serve as the primary point of contact and escalation for the entire customer journey-from onboarding to ongoing maturity.By building strong relationships, leveraging system expertise, and analyzing data-driven insights, you'll empower customers to maximize the value of DSSI's solutions and drive transformative change in their organizations. This role positions you to deliver exceptional customer service while influencing and aligning with customers' business strategies.

Skills Needed:

• Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.

• Deals with Ambiguity - Adapts smoothly to change and thrives in ambiguity, maintaining composure and productivity. Maintains progress despite incomplete information and tackles complex issues constructively.

• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.

• Thinks Strategically - Anticipates future trends and aligns actions with long-term objectives. Draws on broad knowledge to craft future-focused plans that effectively translate strategy into action.

• Delivers Results - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action.

• Strong analytical skills including proficiency with Microsoft Excel, Google sheets, internal reporting tools and more

What You'll Do and Impact:

• Develop and maintain long-term relationships with existing customers. Blend customer success goals with offering and business goals to drive an powerful, strong and growing customer/DSSI relationship.

• Use AI-driven tools to anticipate customer needs, increase engagement, and foster growth within the DSSI ecosystem

• Develop a strong understanding of the DSSI system, features and offering, and match customer needs and goals with our tools and features.

• Leverage customer and system analytics to drive system penetration and cross-sell/up-sell opportunities.

• Guide customers and internal team members through various stages of the customer journey including onboarding, development and maturity.

• Continuously refine customer journey and benchmarking tools by integrating AI for actionable insights and improved outcomes.

• Work closely with the Customer Support team, Product Management, Engineering, Marketing and others to assist in executing new product launches, initiatives and processes; share the voice of customer and market perspective as appropriate.

• Use AI to enhance customer experiences by uncovering key data insights, creating high-quality deliverables, and streamlining processes to prioritize customer engagement over operational tasks.

Experience:

• Bachelor's degree in business, communications or other related field

• 3-5 years of Customer Success, Account Management or Sales experience in a Saas organization

• Ability to travel by car and/or plane up to 25%

• Valid, unexpired driver's license with satisfactory driving record