Customer Success Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Business Unit Overview:

At Practice-Web and ThriveCloud, within the Fullsteam organization, we are committed to revolutionizing dental practice management through cutting-edge software solutions. As a Customer Success Manager, you will have the opportunity to make a meaningful impact by ensuring our clients achieve their goals and thrive in their practice operations. Join a supportive and collaborative team where your contributions will be valued and celebrated.

Job Summary:

We are seeking a dynamic and proactive Customer Success Manager to join our team at Practice-Web and ThriveCloud. As part of our customer-focused organization, you will play a key role in ensuring our clients achieve success by leveraging our innovative dental software solutions. This role blends relationship management, problem-solving, and content creation to drive client satisfaction and engagement.

Responsibilities:

• Client Relationship Management:

• Regularly reach out to clients as part of our Customer Success Program to build strong, long-term relationships.

• Proactively identify and resolve dental client issues, ensuring their concerns are addressed swiftly and effectively.

• Conduct regular check-ins to help clients envision and achieve their desired outcomes using our dental software solutions.

• Work closely with sales, support, and development teams to ensure seamless onboarding, training, and ongoing support for clients.

• Serve as the client’s advocate by communicating their needs and feedback to the internal team.

• Client Enablement and Education:

• Develop and deliver engaging educational materials, such as guides, tutorials, videos, webinars, and FAQs, to help clients maximize the value of the software.

• Create and distribute product release announcements that inform clients of the latest features and functionalities, emphasizing their benefits and use cases.

• Revise and enhance email templates for effective client engagement.

• Make high alert or hot fix announcements to clients regarding the products.

• Collaborate with the marketing team to ensure consistent messaging across all client communications.

• Customer Success Metrics:

• Track and analyze client success metrics to identify trends, measure satisfaction, and refine strategies.

• Report on client feedback, success stories, and challenges to inform continuous improvement efforts.

• Determine any reasons for customer churn and coordinate prevention plan for the same.

• Subject Matter Expertise:

• Continuously expand your knowledge of Practice-Web and ThriveCloud software to become a trusted subject matter expert for our clients and internal teams.

• Serve as a key resource for the sales, support, and development teams by providing insights, feedback, and solutions based on your deep understanding of the software and client needs.

• Stay updated on industry trends to identify and communicate new opportunities for client success.

Qualifications:

• Experience and Skills:

• Proven experience in a Customer Success role with a SaaS (Software as a Service) company, with a track record of driving client engagement and satisfaction.

• Strong content creation skills, including experience in developing digital materials like guides, videos, and presentations.

• Excellent interpersonal and communication skills, both written and verbal, with a customer-first mindset.

• Exceptional organizational and time management skills to handle multiple client interactions and projects simultaneously.

• Knowledge and Background:

• Familiarity with the healthcare or dental industry is a plus but not required.

• Technical proficiency and the ability to learn and communicate the features and benefits of complex software solutions.

• Understanding of client lifecycle management and success metrics in SaaS.

• Education:

• Bachelor’s degree in business, marketing, communications, or a related field is preferred.

• Personal Attributes:

• Self-starter with the ability to work independently and collaboratively in a remote work environment.

• Strong problem-solving abilities and a proactive approach to identifying and addressing client needs.

• High attention to detail and commitment to delivering exceptional client experiences.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.