Customer Success Manager, Swooped, US

About Our Client

Our client embraces a mission-driven culture where committed individuals come together to make a real impact in healthcare. Core values of integrity, collaboration, impact, recognition and growth inform how the team works together. They also make possible a culture of belonging and excellence where team members can be themselves, grow professionally, do their best work, and be rewarded for it. Join today in the mission to help carers carry on caring.

About The Role

This position is for an experienced Customer Success Manager to strengthen client relationships and drive account growth for a fast-growing tech company with a patient journey application used by over 3 million users worldwide. The role focuses on ensuring clinics achieve their goals with the platform, reducing churn, and increasing net revenue retention. Acting as the voice of the customer, the CSM will relay needs and trends to internal teams while collaborating with Support, Product, Video Experience, and Professional Services.

The role is fully remote (U.S.-based candidates only), reports to the Customer Success Leader, and requires occasional travel (1–2 short trips per quarter). U.S. work authorization is required.

Key Responsibilities

• Build and grow relationships with key users and executives on customer accounts, from SMB to enterprise, to identify opportunities for optimization and growth
• Partner with fertility clinics to ensure that they meet the goals identified in the sales process
• Roll out new product offerings among customer accounts, ensuring that clinics continue to get as much value from the platform as possible
• Drive additional revenue generation by cross-and-up selling existing accounts
• Manage the implementation process for new customers, working closely with Professional Services to help new customers get to value quickly
• Work closely with implementation specialists and the Customer Support team to provide a high-quality customer experience
• Add value to the Customer Success team by enthusiastically collaborating with team members and identifying opportunities to improve team processes

Required Qualifications

• 3+ years of experience in Customer Success or Account Management
• Ability to manage multiple priorities simultaneously
• Strong critical thinking and problem solving skills
• Bias towards curiosity and seeking to understand
• Ability to innovate and challenge the status quo
• A mission-driven orientation to all work
• Superior written and verbal communication skills
• Ability to thrive in a small, fast-paced organization
• Bachelor’s degree or equivalent career experience

Preferred Qualifications

• At least a passing familiarity with the fertility and/or healthcare industries
• Successfully worked remotely with distributed teams in the past
• Experience working with software-as-a-service (SaaS) clients

What They Offer

• Competitive compensation and equity
• Medical, dental, and vision coverage heavily subsidized by the company
• Open Paid Time Off
• Generous paid holidays
• Paid parental leave
• 401(k) retirement savings plan

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”