Customer Success Manager, SMB

Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. The Customer Success Manager will drive provider satisfaction by maximizing their performance on the Zocdoc platform through understanding their goals and upselling products.

Responsibilities

• Helping existing Zocdoc providers maximize their performance and experience on the Zocdoc platform
• Understanding practice goals, upselling additional products and features, offering solutions to drive booking volume, and improving overall practice performance
• Conducting client meetings to understand a practice’s goals and pain points in order to drive feature adoption, utilization, and retention
• Building fast relationships with key stakeholders and decision makers to instill trust and see strong results
• Having challenging conversations to advise, influence others and handle objections effectively
• Balancing sales conversations with project management, working with internal stakeholder teams while being consultative in decision-making
• Driving practice performance by effectively communicating feature value and handling objections to maintain setup and increase buy-in
• Being incredibly detail-oriented, able to manage multiple projects simultaneously with consistent touchpoints, and thrive with a high degree of autonomy
• Training new providers/their teams on best practices to be successful
• Proactively identifying and resolving issues that could affect customer satisfaction and buy-in
• Owning metrics, striving to exceed goals, and seeking feedback and coaching to support areas of opportunity
• Building genuine connections with customers to maximize buy-in to feature adoption and drive high onboarding satisfaction
• Influencing providers to deepen their partnership with Zocdoc by investing in products to maximize their potential for success

Skills

• Bachelor's degree or equivalent
• 1-2 years of professional experience in an SDR, business development, customer success or account management role
• Stellar communication and interpersonal skills
• Strong attention to detail, highly organized, and a quick, curious learner
• A high level of problem-solving and issue-resolution skills
• Ability to think on your feet and thrive in a dynamic, start-up environment

Benefits

• Flexible, hybrid work environment at our convenient Soho location
• Competitive PTO
• 100% paid employee health benefit options (including medical, dental, and vision)
• Commuter Benefits
• 401(k) with employer funded match
• Corporate wellness programs with Headspace and Peloton
• Sabbatical leave (for employees with 5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Catered lunch everyday along with beverages and snacks
• Employee Resource Groups and ZocClubs to promote shared community and belonging
• Great Place to Work Certified

Company Overview