Customer Success Manager II

About the position

Swell is a leading practice reputation management software solution designed for mid-market and enterprise-level healthcare organizations. We empower practice owners with technology tools to enhance their social presence and effectively attract and retain patients and employees. We are seeking an experienced Customer Success Manager II who is passionate about delivering exceptional support and driving customer satisfaction. In this role, you will deepen existing relationships with our clients, ensuring they achieve their desired outcomes through our platform while identifying growth opportunities within their organizations.

Responsibilities

• Proactively managing a portfolio of enterprise clients to foster engagement, retention, and expansion.
• Establishing clear business goals and success metrics in partnership with clients, ensuring alignment with their objectives.
• Leading training sessions and workshops to educate clients on Swell's product features, best practices, and industry trends.
• Conducting regular check-ins and health assessments to ensure clients are leveraging Swell effectively and to identify opportunities for optimization.
• Facilitating Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) to discuss performance, insights, and strategic initiatives.
• Actively gathering client feedback and relaying insights to the product and development teams to drive continuous improvement.
• Collaborating with sales and marketing teams to develop strategies for upselling and cross-selling additional services and features.
• Mentoring and supporting junior customer success team members to foster a culture of learning and collaboration.

Requirements

• 2+ years of Customer Success experience in B2B SaaS, specifically in high-value client management.
• Strong understanding of customer lifecycles, best practices in customer success methodologies, and key metrics for measuring success.
• Proven record of managing enterprise-level clients and driving high levels of customer satisfaction and retention.
• Exceptional communication and interpersonal skills to build strong relationships with stakeholders at all levels, including C-suite executives.
• Demonstrated ability to analyze data and generate actionable insights that drive client success and business growth.
• Experience in change management and the ability to guide clients through transitions and improvements.
• Strong project management skills with the ability to manage multiple initiatives concurrently.
• Experience working within a startup environment is a plus, with a willingness to contribute to building processes and improving operations.
• Familiarity with CRM systems and customer success software; experience with SaaS integration management is a significant advantage.
• Experience upselling additional products to existing portfolio of clients.

Nice-to-haves

• Experience working within a startup environment is a plus, with a willingness to contribute to building processes and improving operations.

Benefits

• Competitive compensation plus stock options
• 100% Employer-paid Medical, Dental, and Vision insurance
• Employer Sponsored 401k Plan
• Supplemental Disability and Life insurance
• Flexible PTO Policy
• Gym Access
• Company meals
• Quarterly Mental Health Awareness Days
• Cell phone stipend