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Voxel powers your existing security cameras with A.I. to transform workplace safety & operations
Customer Success Manager
Location
United States
Posted
101 days ago
Salary
$0
Seniority
Mid Level
Job Description
Customer Success Manager
Voxel
As a Customer Success Manager at Greenway Health, you will play a pivotal role in ensuring the success and satisfaction of our healthcare clients. You will be responsible for building strong relationships, understanding client needs, and driving value through our health information technology solutions. With a focus on proactive engagement and continuous improvement, you will collaborate closely with internal teams and healthcare providers to drive adoption, optimize workflows, and maximize the impact of our products and services. Essential Duties & Responsibilities Serve as the primary point of contact for assigned healthcare clients, building strong relationships and fostering open communication. Understand the unique needs and challenges of each client, providing tailored solutions and strategic guidance to drive success. Collaborate cross-functionally with sales, product development, professional services, and support teams to ensure a seamless client experience. Proactively monitor client usage and adoption of our products and services, identifying opportunities for optimization and expansion. Act in a consultative capacity on our health information technology solutions, providing guidance and best practices to clients. Advocate for the needs of our clients within the company, driving product improvements and enhancements based on client feedback and market trends. Monitor client satisfaction metrics and implement strategies to enhance overall client experience and retention. Prepare regular reports and updates for clients, highlighting key performance metrics and accomplishments. Stay informed about industry trends, competitor activities, and best practices to provide strategic insights and recommendations to clients. Conduct strategic account reviews with clients to assess performance, identify opportunities for improvement, and develop action plans to drive success. Develop and deliver executive-level presentations and business reviews to articulate value propositions, highlight achievements, and drive alignment on strategic priorities. Identify and pursue opportunities for upselling and cross-selling additional products/services to existing clients, driving revenue growth and maximizing client lifetime value. Education and Experience Bachelor’s degree in business administration, marketing, or a related field. Proven experience in client-facing roles, with a focus on client success, account management, or sales. Previous experience in healthcare information technology is a plus. Skills, Knowledge, and Abilities Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients. A passion for delivering exceptional client service and driving positive outcomes for clients. Strong problem-solving abilities and a proactive approach to addressing client needs. Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously. Familiarity with CRM software and other client management tools. Keen understanding of the ambulatory care space Strong healthcare information technology industry, regulatory, and product knowledge Commitment to continuous education Proven negotiation and presentation skills Excellent listening and communication skills Change agent across verticals, being agile in an ever-changing industry. Help facilitate and adopt change internally and externally. Ability to prioritize and manage multiple high priority projects simultaneously. Strong delegation skills (internal and external) Accountability driver (internal and external) Adapt to modernization of tools to communicate with clients. High EQ Ability to identify upsell/cross-sell opportunities. Work Environment/Physical Demands While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday This role requires that one can sit and regularly type on a keyboard the majority of their work day This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as incoming and outgoing communications via the computer and/ or mobile devices Travel required up to 20% Here’s what we can offer you in exchange for your amazing work: Competitive pay Medical, dental and vision benefits Matching 401(k) Generous paid time-off programs Education reimbursement Growth potential for your career Corporate discounts At Greenway, we strive to imagine, empower, engage, and inspire. Join us! To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers. Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status. While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying. If you are in resident in a state the requires pay transparency, please email us at recruiting@greenwayhealth.com to receive compensation and benefits information for this role. Please include the Job ID in the subject line of the email. #LI-REMOTE
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Role Description Wherefour’s Customer Success team is seeking a highly motivated, operationally strong, and people-centered Success Manager to lead our Implementation and Support teams. In this role, you will act as the connective tissue between Sales, Implementation, Support, Operations, and Leadership — ensuring our customers launch successfully, our team operates efficiently, and our processes continuously improve. This is both a managerial and hands-on role. You will oversee onboarding performance, manage escalations, coach team members, refine our implementation program, and step into support tickets when needed. You will be responsible for protecting the customer experience while also protecting team capacity and internal systems. We’re looking for someone who thrives in structured environments, loves building clarity out of complexity, and is energized by helping both customers and teammates succeed. If you enjoy balancing people leadership with operational detail — this role is for you. Manufacturing or ERP experience is strongly preferred. Open to applicants in the US. Some US-based travel expected. Applicants should submit a cover letter to sam+hiring@wherefour.com along with a recent resume. This role has a pay band of 75,000 - 90,000 USD, based on experience. What You’ll Do - Leadership & Team Management - Conduct 1:1s with Implementation and Support team members focused on: - Project status reviews - Troubleshooting and roadblock removal - Project management coaching - Professional development and growth - Act as the primary escalation point for Implementation and Customer Success issues. - Oversee delegation of implementation projects. - Maintain the Zendesk round robin support schedule. - Monitor inbound support tickets and ensure appropriate follow-up from the support team in a timely manner. - Monitor inbound inquiries and ensure appropriate CS follow-up when sales forms are submitted. - Recognize and celebrate team wins. - Coordinate hiring and performance management for the CS team. - Coordinate and schedule biweekly webinar series for continuing education on the Wherefour system for our customer base. - Implementation Program Oversight - Maintain master subscription spreadsheet with accurate launch dates and days-to-launch tracking. - Ensure implementation project schedules are updated and maintained by specialists. - Manage Implementation contract timelines: - Confirm start/end dates at kickoff - Proactively address approaching deadlines - Collaborate on extension conversations when necessary - Continuously improve the Jetpack onboarding program by: - Identifying bottlenecks and churn risks - Testing new strategies - Partnering with Implementation Specialists to refine processes - Manage on-site SOW agreements: - Determine pricing, availability, schedule, and agendas - Coordinate post-launch recognition - Cross-Functional Collaboration - Support Sales on demos and prospect calls as needed. - Contribute updates and insights for All Hands and Success / Development meetings. - Support the SPS Special Projects Manager. - Support implementation specialists with integration troubleshooting (Amazon FBA, Sage Intacct, Metrc, Shopify, ShipStation, SPS Commerce, etc.). - Monitor and organize the CS support email inbox, including spam filtering and general management. - Independent Contributor Work – Support & Documentation - While primarily a manager, this role will also remain customer-facing: - Answer Zendesk support tickets as needed. - Update and expand Knowledge Base articles as features evolve. - Support the development of documentation including white papers, diagnostic tools, and internal guides. - Review documentation created by CS team members prior to publication. Competencies - Strong operational leadership and ability to manage multiple moving parts without dropping details. - Confident decision-maker who can act as a calm escalation point. - Excellent coaching and feedback skills — able to develop talent while maintaining high standards. - Deep understanding of project management principles and SaaS onboarding workflows. - Strong troubleshooting capabilities across integrations and ERP workflows. - Exceptional written and verbal communication skills. - Proactive mindset — anticipates risks and addresses them early. - Highly organized with strong spreadsheet and documentation skills. - Bias toward action and ownership. - Comfortable working cross-functionally with Sales, Dev, Marketing, and Leadership. - High emotional intelligence and ability to balance empathy with accountability. Qualifications - 3+ years in Customer Success, Implementation, or Support within a SaaS company. - Prior people management or team lead experience required. - Experience managing onboarding or implementation programs. - Undergraduate degree or equivalent experience. - Strong technical aptitude and ability to understand software integrations. - Access to a quiet remote workspace with reliable internet. - Ability to demonstrate and explain software clearly and confidently. Bonus Points - Experience in ERP, manufacturing software, or inventory systems. - Prior experience improving onboarding programs or reducing churn. - Experience with Zendesk, ClickUp, HubSpot, or similar tools. - Background in manufacturing operations. - Strong documentation and process-design skills. - You secretly (or not so secretly) love spreadsheets. - You genuinely enjoy building systems that make teams better. - Sense of humor required — we move fast, and we laugh often.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Wherefour’s Customer Success team is seeking a highly motivated, operationally strong, and people-centered Success Manager to lead our Implementation and Support teams. In this role, you will act as the connective tissue between Sales, Implementation, Support, Operations, and Leadership — ensuring our customers launch successfully, our team operates efficiently, and our processes continuously improve. This is both a managerial and hands-on role. - Oversee onboarding performance - Manage escalations - Coach team members - Refine our implementation program - Step into support tickets when needed - Protect the customer experience while also protecting team capacity and internal systems We’re looking for someone who thrives in structured environments, loves building clarity out of complexity, and is energized by helping both customers and teammates succeed. If you enjoy balancing people leadership with operational detail — this role is for you. Manufacturing or ERP experience is strongly preferred. Open to applicants in the US/ Ontario, Canada. Applicants should submit a cover letter to sam+hiring@wherefour.com along with a recent resume. This role has a pay band of 75,000 - 90,000 USD or CAD equivalent, based on experience. Qualifications - 3+ years in Customer Success, Implementation, or Support within a SaaS company - Prior people management or team lead experience required - Experience managing onboarding or implementation programs - Undergraduate degree or equivalent experience - Strong technical aptitude and ability to understand software integrations - Access to a quiet remote workspace with reliable internet - Ability to demonstrate and explain software clearly and confidently Requirements - Strong operational leadership and ability to manage multiple moving parts without dropping details - Confident decision-maker who can act as a calm escalation point - Excellent coaching and feedback skills — able to develop talent while maintaining high standards - Deep understanding of project management principles and SaaS onboarding workflows - Strong troubleshooting capabilities across integrations and ERP workflows - Exceptional written and verbal communication skills - Proactive mindset — anticipates risks and addresses them early - Highly organized with strong spreadsheet and documentation skills - Bias toward action and ownership - Comfortable working cross-functionally with Sales, Dev, Marketing, and Leadership - High emotional intelligence and ability to balance empathy with accountability Benefits - Opportunity to build strong teams - Create operational clarity - Help manufacturing companies grow into giants Bonus Points - Experience in ERP, manufacturing software, or inventory systems - Prior experience improving onboarding programs or reducing churn - Experience with Zendesk, ClickUp, HubSpot, or similar SaaS tools - Background in manufacturing operations - Strong documentation and process-design skills - You secretly (or not so secretly) love spreadsheets - You genuinely enjoy building systems that make teams better - Sense of humor required — we move fast, and we laugh often
