Senior Manager Of Client Success (Remote)

Company Description

Symplast, founded by plastic surgeons in 2013, is the #1 Mobile EHR/Practice Management platform for plastic surgery and med spas. With over 3,500 aesthetic users nationwide, Symplast delivers a HIPAA secure cloud platform that optimizes aesthetic practices and medspas. The comprehensive ecosystem includes EHR, PM, Virtual Consultations, Patient App, Financial Intelligence, and more to streamline operations and enhance patient care.

The Senior Manager of Client Success role reports to the Director of Client Success and works closely with the product team, sales teams, client support and onboarding to drive adoption, mitigate risks, and provide a world-class client experience.  This role will focus on evolving our current processes to support high growth and the need to scale, while leading and developing a team that embraces Symplast values. The Senior Manager of Client Success should have experience in both Client Success and Client Support disciplines and effectively use their creativity and love of technology to optimize the overall client experience to deliver long-term value for our clients. 

What you’ll do: 

Team Management

• Oversee the client success team and assist in setting the vision and strategic plan for the organization, focusing on product adoption, leading a positive client experience, and driving growth through net retention improvements and gross renewals. 
• Drive product adoption, client outcomes and experience 
• Influence the future litetime value through higher product adoption, CSAT and overall pre-defined client health scores 
• Reduce churn and drive new business growth through greater advocacy and reference ability 
• Lead task management, training and performance, hiring, career planning and other relevant leadership activities. 
• Monitor all team metrics, including retention & churn trends, response times, time to resolution and other relevant SLAs, providing coaching to improve performance when necessary. 
• Contribute to the creation of training materials, training courses for clients and team members 
• Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency. 
• Modify and evolve onboarding and training programs to develop staff competencies. 
• Create and enforce a culture of accountability to drive client outcomes within client success. 

Client Relations

• Monitor client activity within the platform for the goal of improving the client experience and supporting retention  
• Notify leadership of patterns in client inquiries so training can be improved, or technology development can be planned. 
• Proactively iterate on client success processes, documentation and training to create efficiency and scalability in a team of subject matter experts. 
• Drive outcomes aimed at reducing churn, increasing revenue, and optimizing client experience. 
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate 
• Collaborate and partner throughout the organization to represent client needs and optimize the client journey. 
• Work with client teams to identify and mitigate risks and ensure 100% client satisfaction. 

Strategic Management

• Design and execute strategies to optimize the client success journey. 
• Work collaboratively with other teams, leadership, and departments across the organization to deliver efficiencies in processes and procedures. 
• Own client Success KPIs: (Churn rate, Net Dollar retention, CSAT and NPS) and manage set KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention. 
• Ensure that we are accurately forecasting at-risk clients. 
• Work with Operational teams to plan, staff, and budget resources for our Client Success team. 
• Inspire client-centricity across Symplast 

Qualifications for this Role: 

• Bachelor’s Degree required 
• 2-3 years of progressive experience leading a Client Success or account management teams at a SaaS company or equivalent combination of experience and education. 
• Understanding of basic SaaS and value drivers in recurring revenue business models. 
• Strong empathy for clients with the drive to impact revenue and growth. 
• Enthusiastic and creative leader with the ability to inspire and motivate others. 
• Excellent communication skills both written and verbal, strong public speaking skills are a plus. 
• Ability to review reports and understand data so that you can identify opportunities for client process improvement 
• Self-motivated and driven to be productive in a work-from-home environment 
• Working knowledge of Salesforce is a plus.