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About Us

CipherHealth is an award-winning healthcare technology company that delivers a comprehensive portfolio of scalable and flexible patient engagement solutions for healthcare organizations to keep patients, staff, families and communities up to date and informed about their preventative, acute or elective care -- whether it is in a hospital, clinic, facility, at home or anywhere in between.

In this historic time, when the entire globe is facing a global healthcare crisis, CipherHealth is out in front helping hundreds of leading healthcare providers like UCSF, Johns Hopkins and University of Pennsylvania manage through this pandemic and beyond with solutions that enable them to deliver remarkable in-care experiences and impactful around-care engagement that empower patients and staff, reduce friction and waste, and drive best possible outcomes.

Customer Success Manager

As a Customer Success Manager, you will cultivate relationships with the CipherHealth client base, ensuring that they achieve maximum value from the CipherHealth product suite and encouraging them to expand their usage of the software. You will be responsible for working directly with client executives and business sponsors throughout the customer lifecycle, ensuring that there is alignment in a shared customer journey that aligns with adoption, expansion of software usage, and renewal.

Responsibilities

• Establish and maintain trusted advisor relationships with customer executives and project champions, ensuring that CipherHealth activities are closely aligned with the customer’s business strategy and intended success metrics.
• Be a subject matter expert on the CipherHealth platform
• Enable successful onboarding of CipherHealth to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
• Strategically manage the overall relationship for a portfolio of CipherHealth’s customers, while also spearheading strategic business reviews on an agreed-upon cadence-
• Develop strong working relationships with Technology, Product, Analytics, and Implementation teams in order to effectively deliver value to CipherHealth customers
• Identify opportunities for customers to act as CipherHealth advocates (e.g. referenceable, testimonials, case studies) and collaborate with Marketing
• Ensure appropriate response, escalation and closure of initiatives, customer requests and/or issues in conjunction with the use of the CipherHealth solution
• Monitor customer utilization and acceptance rates to identify patterns/trends
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Collaborate closely with Growth to support customers, renewals, and expansion opportunities
• Represent the voice of the customer to inform our sales process and product roadmap of product opportunities and enhancements
• Identify upsell opportunities and engage CipherHealth’s Growth Team 
• Convert 1-year contracts into a multi-year long-term contracts increasing CipherHealth’s ACV
• Identify opportunities for existing customers to maximize platform adoption and utilization
• Conduct analysis to identify customer opportunities and recommend strategies that address customer-specific needs to improve the organization’s results
• Strategize with the broader CipherHealth team including Growth,Technology, and Operation leads to identify new opportunities and service areas

Requirements

• Bachelor’s Degree in Business, Health Management, Public Health or related major, or comparable education and work experience
• 3-5 years of experience in a B2B client management role in healthcare software or technology, or similar experience in healthcare consulting or professional services

Knowledge, Skills and Abilities

• Experience working with a CRM platform; comfort using the CRM as a personal productivity management tool (i.e. activity logging)
• Experience with other similar software systems and/or patient engagement software applications
• Strong analytical skills to be used when determining customer workflow, facilitating logic-based product discussions and troubleshooting implementation issues
• Technical writing and documentation experience
• Ability to cultivate positive working relationships with clients and co-workers
• Excellent communication skills, including writing, proof-reading skills and speaking
• Ability to effectively communicate technical information in non-technical terms
• Ability to manage multiple projects and work assignments concurrently
• Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence – overall effectiveness in dealing with adult learners
• Ability to prioritize, schedule and organize work – perform under tight deadlines with on-going changes in priorities
• Ability to accomplish job requirements with limited supervision
• Strong sense of professionalism and personal accountability
• Attention to detail and a high work ethic
• Proven ability to manage multiple projects and priorities 

How We Invest In You

• Compensation: Competitive/equitable salary, bonus or commissions, and equity
• Healthcare that begins on your first day:
• Generous company-funding of our health, vision, and dental plans (most inidual plans are of no cost to you for the monthly premium)
• HSA/FSA plans
• Short and Long-Term Disability
• Life and Personal Accident Insurance
• $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
• Weekly virtual yoga classes
• Employee Assistance Program (EAP)
• Adoption Assistance
• Retirement: 401(k) at three months of employment — with a match upon enrollment!
• Time away:
• Discretionary PTO + 13 paid holidays
• Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
• Generous Employee Referral Program - earn cash for each employee referral that is hired
• Yearly Cipher-versary stipend
• Ci-Phives - receive public kudos and gift cards from peers and managers
• Culture:
• CARE2 Values
• Bi-Weekly All Hands Meetings
• $30/employee monthly “Fundowment” for team bonding events
• Employee Resource Groups such as Rainbow Room and BIPOC Group
• Yearly donations to organizations that contribute to a more equitable world
• Weekly Lunch & Learns and robust onboarding / training programs
• Remote-first team: $50 per month reimbursement in your check for WFH expenses
• You’ll receive a new Macbook laptop, other hardware, and company swag upon hire

CipherHealth has a duty to provide and maintain a workplace that is safe and free from health hazards. In addition, we have a customer base that holds the highest standards in promoting public health. To protect against infectious diseases, which may be mitigated through vaccinations, we have implemented a vaccination policy that applies to all employees. All employees must either:

• establish that they have received the “designated vaccine(s)“; or 
• obtain an approved exemption as an accommodation.