At Roundtrip, our mission is to simplify healthcare transportation to ensure every patient can get to and from their appointments safely and on time. We’re a technology-driven company connecting patients and healthcare professionals with a network of reliable transportation providers. We are looking for a Customer Success Manager (CSM) to be a key partner in our customers’ journey, ensuring they maximize the value of our platform and fulfill our shared mission. This is a unique role that combines the responsibilities of an Implementation Manager with an ongoing Customer Success Manager.

DESCRIPTION

In this role, you will own the customer journey from the moment a contract is signed, leading onboarding and implementation, and then building long-term relationships to drive adoption, uncover insights and new opportunities, and ensure our customers are continuously successful.
This position sits on our Customer Team, reports to our Chief Customer Officer and is 100% remote, with Occasional travel (up to 20%) that will be required for company-wide meetings and occasional customer site visits. While the position is open to candidates nationwide, preference will be given to candidates who can work primarily West Coast (PST) hours to support a west coast-weighted book of business. The salary range for this role is $75,000 - $80,000, based on experience and level of work independence.

• Lead Implementation and Onboarding: Manage the full implementation and onboarding lifecycle for new and existing customers, including workflow analysis, system configuration, technical integrations with our solutions architecture team, and user training.
• Drive Customer Adoption and Value: Serve as a strategic partner to customer stakeholders, maintaining a regular cadence of meetings to align on success plans, review goals, analyze performance metrics, identify opportunities for continuous improvement and unlock testimonials, case studies, or reference opportunities
• Analyze Performance: Conduct regular and ad-hoc data analysis to investigate trends, uncover insights, and advocate for customer needs using metrics and data to guide conversations.
• Proactively Manage Customer Health: Monitor customer usage and data dashboards to identify health trends and risks and elevate topics for meaningful discussion internally. Develop and execute action plans that address potential issues and ensure customer retention and satisfaction.
• Collaborate and Advise: Partner with our Support Operations team to resolve individual ride issues and leverage their expertise for seamless customer operations. Provide key insights to the Growth team to support upsell opportunities and renewal discussions.
• Gather Voice of the Customer: Act as the voice of the customer internally, collecting feedback and insights to inform our product roadmap, feature development, and process improvement initiatives.