Customer Success Manager - Soda Health : Job Details

About Soda Health

Soda Health is a healthcare technology company focused on building solutions which eliminate health inequities and create a healthier America. We provide a technology platform to administer benefits personalized to individual needs, delivered more cost-effectively. Our expertise in healthcare, retail and consumer experience provides us with the foundation for creating easy-to-use solutions with an experience which moves beyond transactional relationships to sustained engagement and overall health improvement. That is a win for everyone.

The Job at a Glance

The Customer Success Manager is responsible for driving a smooth customer experience by leading the design and management of processes that impact all Soda Health customers. This individual drives the efficiency and effectiveness of customer success workflows, ensuring our team is well-equipped to deliver an exceptional experience for our customers. You will be a key partner to the Account Management and cross-functional teams to streamline processes, identify opportunities for automation, and empower

customers to use our product in the most optimal way(s).

What You'll Do

* Customer Success Process & Ticketing

* Ticketing & Reporting: Oversee the design and management of an intuitive, effective and efficient ticketing process for both customer and member needs and complaints

* Member Outreach

* Facilitates outreach, either directly or through Soda Health Customer Care Team, to address member concerns

* Customer Experience

* Utilize ticketing insights to anticipate and problem solve customer pain points & risks

* Customer Training & Education

* Training Resources: Work across the organization to develop and maintain a repository of customer-facing training and enablement resources to support the effective and efficient use of our product

* Training Delivery: Deliver training to customers throughout the contract term, notably in advance of and at launch

* Release Notes: Share product release notes with customers on a regular cadence, generating supporting materials as needed

* Customer Success Vendor Management & Oversight

* Manage relationships and expectations with Soda Health Customer Success Team vendor partners

About You

While every candidate brings a unique resume and prospective, an ideal candidate will include:

* A minimum of 5 years of experience in a Customer Success, Operations, or Customer Service function. Experience in a health tech

or healthcare-related field is a plus

* Super organization skills with a demonstrated ability to manage & prioritize escalation queues based on urgency and severity

* Self-starter mentality that is results-oriented, embraces ambiguity, and thrives in a fast-paced environment; you are well organized and can maintain a sense of urgency as priorities shift

* Strong and concise communication skills capable of breaking down complex topics to drive decision-making and customer buy-in; you have demonstrated success creating a path to yes in the face of several headwinds

* Both professionalism and determination - you build trust internally

with teams by listening and communicating effectively

Other Requirements

* Travel may be required from time to time as part of the role, for company events and business needs

* Soda Health is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. Soda Health will provide a work laptop, and mouse/keyboard upon request

* Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future

* All offers for employment are contingent upon successful completion of a background check

What We Offer

* Competitive base salary ranging from $120,000 to $134,500 discretionary bonus, and equity; depending on experience/qualifications

* Benefits

* Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers

* 100% Employer Paid Short-Term & Long-Term Disability

* 100% Employer Paid Basic Life Insurance Policy

* Employee Assistance Program (EAP)

* 401(k) Program

* Unlimited PTO

* Paid holidays

* Parental Leave

* Flexible work schedule within core hours

* Work anywhere in the USA as we are a fully distributed team from coast to coast

Soda Health Inc. is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ - proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via [email protected].

Soda Health participates in E-Verify, the federal program for electronic verification of employment eligibility.

To all recruitment agencies: Soda Health does not accept agency resumes, please do not forward them to any Soda Health employees.