As a Customer Success Manager, you will oversee customer journeys, manage accounts, foster relationships, analyze user feedback, and enhance processes for improved client experience.
As a Customer Success Manager at Regard, you will own the full customer journey from integration and onboarding, to renewal and expansion. You will be accountable for the overall health of the account by fostering relationships across key client stakeholders, producing and delivering impact analyses for Quarterly Business Reviews (QBRs), and identifying opportunities for improving onboarding and user feedback processes. This role will report to the Senior Director of Customer Success, and will work closely with sales, marketing, training, product and technical teams to ensure a world-class client experience.
About Regard
Our mission is to bring world-class healthcare to everyone. Regard is the world’s first comprehensive, automated diagnosis tool. Regard streamlines clinical and revenue cycle efforts to dramatically improve hospital finances, patient safety, and physician happiness. We are excited by challenges, mission-oriented work, and meaningful relationships. We work closely with some of the top health systems in the country and are leading the change that healthcare - one of the largest and most inefficient industries in the world - needs. We want you to join us.
Responsibilities:
- Oversee and manage the full customer lifecycle from technical integration, to implementation and user training, to renewal and expansion
- Establish clear retention goals and renewal milestones for the client Regard team to work toward
- Build and foster relationships with client leadership to position them as product promoters and champions so they can share the product's benefit and value across users and stakeholders
- Review and monitor customer user feedback and concerns and seek to improve all aspects of the customer experience
- Lead project progress tracking across internal development teams and client stakeholders to ensure timely and effective delivery
- Maintain a detailed understanding of Regard products and services, assist customers with questions and suggest the best solution for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
Qualifications:
- 3+ years professional experience in healthcare project management and/or customer success
- Expert in leading meetings with healthcare client stakeholders and leadership at large and complex health systems
- Strong proficiency in Excel, analytics, and modeling
- Experience with inpatient EMR companies such as Epic or Cerner
- Track record of fostering productive, long-term business partnerships
- Located within 50 miles of a major airport and willing to travel to client sites, as needed (30% of time)
Preferred Qualifications:
- Experience with clinical informatics
- Exposure to inpatient clinical teams
- Ability to respectfully debate ideas, take pragmatic approaches, and work hard to accomplish goals with your team
- Excellent written and verbal communication
- Passionate about learning, improving, and helping your team do the same
- Excited about working with a nimble, small team in a dynamic startup environment
Location | Work Authorization
- For this role, Regard is currently only considering candidates who are authorized to work in the US without visa sponsorship
- Strong preference for candidates who are within the New York City metro area willing to work a hybrid (2 days/week) schedule from our HQ
- Preference for candidates located within Chicago and metropolitan areas in Florida and Texas
- For those who enjoy working from our Manhattan office on a more regular basis, we offer catered lunches and other fun perks
- Additionally, hybrid employees have the flexibility to work from locations outside of their home office from up to 6 weeks per year
Comp | Perks | Benefits
- Eligible for equity
- Eligible for an annual performance bonus, contingent upon the company achieving ARR targets
- 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription
- 18 PTO days/yr + 1 week holiday break
- Annual $750 learning & development stipend
- Company-sponsored team retreat + social events
- A sabbatical program
Our goal at Regard is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. Regard is proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. We celebrate diversity and are proud of our supportive, inclusive workplace.
All candidates must successfully complete a background check as part of the hiring process.
Top Skills
Emr Systems
Excel
Regard Los Angeles, California, USA Office
We are a short distance from downtown Culver City, a charming collection of outdoor cafes, unique shops, galleries, and nightlife opening onto tree-lined boulevards. We are 5 miles from Beverly Hills, 8 miles from DTLA and Santa Monica Beach.
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