PatientPop is the leader in practice growth with the only all-in-one solution that empowers healthcare providers to improve every digital touchpoint of the patient journey. As experts in the healthcare technology space, PatientPop makes it easy for providers to promote their practices online, attract patients, and retain them for life.

We've grown from a small, scrappy team to a workforce of 500+ driven individuals who are committed to scaling smarter. As we move into our next phase of growth, we're looking for passionate and dedicated people to focus on innovative solutions while ensuring that we maintain a superb customer experience. That, in part, means finding highly qualified candidates who want to invest their energy to align with our company's long-term goals.

Are you ready to really dig into a new role? We're looking for you.

Why you're important to us:

As a Senior Practice Success Manager (Sr. PSM) you are the main point of contact for providing strategic guidance to our mid-size customers. You will work with our customers to outline their key performance metrics and assist them in utilizing our platform to communicate with and retain their patients, manage their practice’s workflow, and help them reach their digital marketing goals. A Sr. PSM must be a keen problem solver who can think quickly on their feet, while having the ability to diagnose customer issues, formulate a strategy and deliver results. Sr. PSMs have consistently proven to be self-starters who thrive in a fast-paced environment and are confident to take control of customer conversations and provide clear guidance on how high value customers can accomplish their goals. You will work autonomously to close proactive playbooks and inbound requests, while building long-term value-based relationships.

How you will contribute:

Own the Application. 

• You have a proven track record for quickly and intimately learning new solutions, in addition to identifying creative and strategic solutions that help your clients grow and accomplish their goals.
• Continued learning opportunities provided throughout your tenure will ensure you remain a subject matter expert of our application, in addition to deepening your knowledge of our industry, digital marketing best practices and consultative selling tactics.

• You will partner with Marketing, Product and additional Customer Success teams to test the effectiveness of new initiatives and provide continual customer feedback and workflow optimization opportunities.

Manage Your Client Base. 

• Personally manage a client base of ~130 mid-size accounts, each representing up to $60,000 in annual revenue.
• Fully understand your client’s business and digital marketing goals during your kickoff call. Clearly set expectations, define success and assess what the client will need to achieve 100% system adoption and accomplish their goals. 
• Develop a customized strategic plan for each client in your book of business and proactively monitor progress providing whatever is needed to meet their needs. 
• Utilizing our customer health and engagement analytics, conduct strategic outreach to your client base focused on adoption, retention or revenue drivers. 
• Ensure all personally supported accounts are progressing towards full utilization of the application coupled with high NPS and CSAT scores and minimal churn. You will be responsible for achieving both a Gross Customer Retention and Net ARR Retention goal each quarter.
• Leverage your deep product, industry and client base knowledge to develop thoughtful and personalized recommendations on how add-on services and software can drive value for your clients. You will be held responsible for personal upsell goals on a quarterly basis. 
• Leverage your product and customer knowledge to ensure all conversations are tailored to the needs of the client and all open action items and critical gaps are documented and resolved in a timely manner.

You will stand out with:

• 3+ years experience leading high value client projects or solving complex problems
• A passion for energetic and fast-paced environments
• Proven self-learner who thrives in the opportunity to take initiative
• Demonstrated ability to quickly learn and adapt to new technologies
• Excellent communicator with the ability to formulate digestible solutions

Why you're important to us:

The role of the Customer Success Manager is paramount to the success of PatientPop as a whole. As the bridge between our customers and our product, the Customer Success Manager is key in soliciting feedback from our customers about our product and platform. The Customer Success Managers prime focus is to ensure overall adoption of our products through continuing education and communication with our customers.

In 90 days you will:

Interact cross-functionally with internal teams to understand how key functions work together and influence your role. You will master growth strategy calls and performance reviews with clients. Refine skills to probe and respond appropriately to customer requests. Have full accountability in managing 100+ accounts while achieving your upsell quota, maintaining renewal and churn rates, communicating with clients on a regular basis, and ensuring customer satisfaction though NPS.

PatientPop has one simple mission: help healthcare practices thrive. Our solution is the leading all-in-one practice growth platform that's HIPAA-compliant and helps providers promote their practice online, attract patients, and retain them for life.  Learn more at patientpop.com

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws , including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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