Hybrid Customer Success Manager

at Repisodic, A Trella Health Solution

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Go
• Location requirements: Hybrid, Philadelphia, United States

About the role

• Customer Success Manager ensuring health systems have an exceptional experience with Repisodic's products. Collaborating with teams to enhance customer engagement and satisfaction to drive growth.

Responsibilities

• Lead the end-to-end implementation lifecycle by collaboratively developing comprehensive project plans and timelines, ensuring all contracted services and agreed-upon development items are delivered on-time and within scope.
• Manage the ongoing configuration and maintenance of the Repisodic platform (including user roles, insurance and system settings) to ensure optimal functionality and alignment with each health system’s unique specification.
• Manage the full lifecycle of insurance mapping. Drive the process from initial implementation through continuous operation, ensuring all health system insurance plans are accurately reviewed and mapped to the Repisodic standard. Maintain system integrity by building and updating all new insurance plans in Repisodic.
• Act as a strategic advisor by participating in regular business reviews (QBRs/EBRs) with health system stakeholders to present performance data, share best practices, and deliver recommendations that maximize utilization and drive customer value.
• Serve as a primary voice of the customer by facilitating seamless communication and collaboration with internal teams (Onboarding, Product, Sales) to advocate for health system needs, prioritize product enhancement requests and coordinate cross-functional support.
• Design, prepare and deliver comprehensive training programs (new user, ongoing and refresher) for health system staff, including the creation of high-quality presentation materials, training scripts and management of training environments.
• Manage and resolve complex customer inquiries and complaints by utilizing standard support tools, documentation, and formal escalation processes, ensuring timely and professional resolution to maintain high levels of customer satisfaction.
• Provide accurate, valid, and comprehensive information to internal team as well as customers by using the appropriate methods/tools.
• Follow communication procedures, guidelines, and policies including keeping records of customer interactions, process customer accounts, and filing documents in shared area.
• Go the extra mile to engage and build relationships with customers and build sustainable relationships of trust through open and interactive communication.
• Help build a best-in-class business and contribute to a great team.

Requirements

• 5+ years experience in account or customer success management.
• Exceptional communication and presentation skills with professional active listening capabilities.
• Experience with customer relationship management (CRM) systems and practices like Salesforce.
• Detail oriented with experience in data management and analytics & presentation development.
• Ability to multi-task, prioritize, and manage time effectively.
• A strong work ethic and be curious, consultative, intelligent, well-organized, articulate, and excited about working in a fast-paced start-up environment.
• BA/BS degree or equivalent work experience.

Benefits

• Health, Dental, Vision & Voluntary Benefits
• Competitive Salary
• 401k Retirement Savings
• Flexible PTO & 10 Paid Holidays
• Flexible Work Hours
• Equity Shares
• Paid Leave Programs
• Marketplace for discounted retail and entertainment