Customer Success Manager, SMB

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Customer Success Managers are the driving force in helping existing Zocdoc providers maximize their performance and experience on the Zocdoc platform. Our goal is to make each practice more successful by understanding the practice goals, upselling additional products and features, offering solutions to drive booking volume, and improving overall practice performance. A successful candidate will be an expert in the Zocdoc product, and be able to navigate complex practice operations to re-align value and optimize providers’ success on Zocdoc.

• Passionate about ensuring provider satisfaction by conducting client meetings to understand a practice’s goals and pain points in order to drive feature adoption, utilization, and retention
• Personally driven by building fast relationships with key stakeholders and decision makers in order to instill trust to see strong results
• Able to have challenging conversations in order to advise, influence others and handle objections effectively
• Able to balance sales conversations with project management, working with internal stakeholder teams while being consultative in your decision-making
• Personally motivated by driving KPIs that are attached to a monthly commission plan
• Motivated by learning and can quickly grasp and apply new ideas & solutions
• Actively seeking out feedback from sales leadership to adapt and implement improved sales strategies and processes

• Working closely with sales/acquisition and operations teams to onboard new provider practices by prioritizing and managing complex processes across multiple accounts
• Driving practice performance by effectively communicating feature value and handling objections to maintain setup and increase buy-in
• Being incredibly detailed oriented, able to manage multiple projects simultaneously with consistent touchpoints, and thrive with a high degree of autonomy
• Being an expert on Zocdoc’s product and training new providers/their teams on best practices to be successful
• Proactively identifying and resolving issues that could affect customer satisfaction and buy-in
• Being self-motivated to own your metrics, strive to exceed goals, and openly seek feedback and coaching to support areas of opportunity  
• Being persuasive and excelling in sales tactics to build 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 our products to maximize their potential for success; creating future brand ambassadors is something you should strive for  

• 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