Dry Eye Rescue is seeking a talented, results-oriented, energetic, and highly-motivated individual to join our Customer Success Team. The Customer Success Manager (CSM) is responsible for building and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong relationships and solution growth opportunities. The CSM works closely with our customers alongside our sales & operations teams to ensure our services are delivered successfully. The CSM reports directly to our Vice President.

Responsibilities:

• Build and maintain strong relationships within assigned accounts.

• Promote customer satisfaction and loyalty by demonstrating an understanding of each clinics shortcomings and needs while delivering products and services that help them meet their business objectives.

• Educate customers on the use and benefits of Dryeye Rescue’s platform & programs..

• Work closely with Sales and Operations to ensure a consistently positive customer experience.

• Work with the management team to ensure critical issues are well-documented and properly escalated in an expeditious manner for resolution.

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  Serve as customer advocate while capturing customer's feedback and reporting requests to Product Management and Engineering.

• Prepare, schedule, and conduct monthly & quarterly account reviews; maintain accurate record of discussions and action items.

• Provide monthly account reporting to management and internal stakeholders.

• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account retention, and account growth.

• Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of our overall support of customers.

• Collaborate with the Sales team on account strategy, and identify opportunities for selling products and services within accounts.

Skills & Requirements:

• Bachelor's degree and 2-3+ years of experience in customer-facing role

• Experience working with senior and executive management (Or Doctors)

• Possess strong written and verbal communication skills with excellent presentation skills

• Demonstrated ability and desire to work and excel in fast-paced environment

• Excellent multitasking and project management skills

• Proficiency to develop and execute strategic plans

• Excellent team player and able to work under own initiative

• Ability to effectively facilitate and lead cross-functional teams and resources

• Knowledge and practical experience using a CRM platform

• Ability to learn new technologies

• Strong critical thinking, analytic, and problem solving abilities

• Proficiency with Zoom, Google Meets, & Calendly.

• Willingness and ability to travel up to 30% of the year.

Salary: $60,000.00 to $80,000.00 /year