Client Success Manager
At Wellzesta, we believe that when people are healthy—emotionally stable, physically strong, spiritually grounded, and socially connected—they are more likely to realize their life’s purpose. We provide software platforms that give both seniors (persons 65+) and caregivers that opportunity. Be part of a fast-paced, growing software company with a culture that embraces the highest quality work, collaboration, use of technical communication tools, creativity, and focus on whole-person wellness.
Wellzesta offers healthcare technology solutions that nurture sales, reduce employee turnover and combat social isolation in eldercare. Our technology solutions for eldercare reduce social isolation in seniors and reduce attrition among professional caregivers. Our products are offered as a software service (B2B SaaS). Administrative users include board members, C-suite and staff. End users include seniors and professional caregivers.
The Client Success Manager (CSM) is the primary point of contact for Wellzesta clients—the “face of Wellzesta.”
Our typical client is a stand-alone Life Plan Community, also called a CCRC (see video) with 350 residents in independent living. For Wellzesta Life, our flagship product, the CCRC purchases our software to communicate with, engage, and promote the health/wellness of their residents (average age, 83). Annual contract values typically range from $25k and $65k.
At the conclusion of the sales process, the CSM forms a direct relationship with client stakeholders (C-suite and staff). The CSM then onboards the client—its staff and residents. A CSM then works with the client to ensure they are receiving the tools and support needed to achieve their goals.
The CSM has an in-depth understanding of the customer’s needs, and the CSM uses this knowledge to make Wellzesta product recommendations. This helps customers grow while simultaneously strengthening their relationship with the business.
The CSM is the voice of the customer. The CSM is responsible for communicating customer needs, testimonials & behaviors, and concerns & feature requests, respectively to the sales, marketing, and product teams.
• Bachelor’s degree
• Technical prowess. Proficiency in any of the following: SQL, React.js, Node.js, Python
• Experience with modern productivity tooling. Examples: GSuite, hubstpot, slack, trello.
• 3+ years in any one of the following:
– Teaching in secondary school or higher education
– B2B SaaS sales
– B2B SaaS customer service
– Technical trainer
• Ability to build trust. Build strong relationships with clients and to help clients do the change management that is needed to get the most out of the Wellzesta product.
• Strong collaboration skills. CSM will work with the customer support team, the product team, the finance team, and the sales team to co-develop processes and initiatives.
• Strong communication skills.
• Lifelong learner
• Self starter
As a software company, we rely heavily on digital tooling, including zoom, meet, slack, trello, zendesk, hubspot, and Github. Our team is spread out around the world. We are in the USA, Brazil, Taiwan, and Egypt. We rely heavily on slack, zoom, and loom to communicate. We prefer asynchronous communication over slack and loom whenever possible.
We are a data-driven company, and we have a data-driven culture. We do things because we believe they will lead to desired outcomes. Did the desired outcome occur (yes, no)? If no then refine approach. In this way we constantly evolve. This makes us fresh and relevant. People that are always striving to “be better” tend to thrive at Wellzesta.
Most employees work from home at least one day a week. We are usually quiet on weekends. Friday afternoons are mostly for analysis and team building. During COVID-19 almost everyone is working from home.
We have a lot of ideas. The wish-list of tasks is called a backlog. We will help you prioritize tasks by moving them from your backlog to the to-do list. Work/life balance means feeling good about accomplishing prioritized tasks and ok with leaving the backlog for later.
• Group health + dental + vision insurance. Wellzesta pays 50% of premiums
• Health FSA and dependent care FSA (Cafeteria plan)
• Flexible work schedule and environment
• Wellness-oriented culture
• OSX laptop + iPad