Customer Success Manager

About Anagram

Anagram is the ultimate insurance billing platform for eye care providers. Combining instant eligibility and benefit verifications, patient responsibility calculation, claims management, payment posting, and more, Anagram's all-in-one revenue cycle management solution is designed to save providers time and money, and free doctors to deliver the best care for their patients. Our mission is to simplify insurance, and it's working: over 2,000 eye care professionals rely on Anagram to manage their insurance billing.

Founded in 2014, Anagram is the largest and fastest-growing insurance billing platform for eye care providers in America and processes hundreds of millions of dollars each year.

About You

As a SaaS platform, our business model depends on building and sustaining long-term relationships. Customer Success Managers (CSMs) at Anagram act as frontline faces and voices of the company and are entrusted to represent our values. As a Customer Success Manager, you will be responsible for ensuring the adoption, engagement, and health of your book of business. You will work directly with client accounts to manage the relationship and strategically retain and grow revenue. Our customers are small to mid-sized doctors’ offices and we are looking for a team member who will enthusiastically engage with Optometrists, Opticians, Office Managers, and Practice Owners to ensure their success in using the program.

You'll be expected to effectively work your way through lists of contacts using tools like Hubspot, Zoom, Slack, G-suite, and more. We'll provide all the tools and the training necessary to speak confidently about our business and all the product knowledge necessary to answer questions confidently and competently.

We’ve set our sights on massive growth, and expect everyone who joins our team to be in a position to grow with us!

What We're Looking For

• Proven background in maintaining a healthy book of business
• Success in a high-growth environment and adaptable to change
• Strong communication, negotiating, and interpersonal skills, with the ability to navigate conflict and foster transparent dialogue
• Clear and precise communication
• Uses good judgment in customer-facing interactions
• Ability to work under pressure
• Strong attention to detail
• Tech-savvy
• Ability to effectively manage multiple priorities while working in a fast-paced environment
• A track record of building - you’re excited to help create processes and strategies to build a world-class Customer Success Organization

What You'll Do

• Manage a large book of business; you are not intimidated by 250+ accounts
• Manage our self-contained training program and check in on new customers to be sure they are hitting internal time-to-value metrics.
• Deliver and communicate ROI for our clients, throughout the customer lifecycle
• Ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
• Interpret user key health indicators, to drive and improve product utilization and adoption
• Identify growth opportunities within an account and own renewal conversations
• Influence a positive, solution-centric, and results-driven partnership with customers to ensure that they achieve their desired outcome on the platform.
• Quarterback experiences by various cross-functional teams at Anagram, on behalf of the customer
• Solicit positive feedback, company reviews, and referrals from happy customers
• Attend conferences and trade shows (occasionally as needed)

Preferred

• Experience working at a SaaS startup
• Experience in healthcare technology
• Knowledge of insurance/medical terminology
• Familiarity with EHR/PM systems that are prevalent in Optometry

Benefits

• Full-time remote role
• Industry-leading compensation including salary and equity ownership
• MacBook, monitor, and all the technologies you need to succeed
• Medical & Dental Insurance
• 401k
• Fast-paced startup environment
• Remote first company