Customer Success Manager - SMB

Your impact on our mission

Customer Success Managers are the driving force in helping existing Zocdoc providers maximize their performance and experience on the Zocdoc platform. Our goal is to make each practice more successful by understanding the practice goals, upselling additional products and features, offering solutions to drive booking volume and improving overall practice performance. A successful candidate will be an expert in the Zocdoc product, and be able to navigate complex practice operations to re-align value and optimize providers’ success on Zocdoc.

You’ll enjoy this role if you are…

• Passionate about ensuring provider satisfaction by conducting client meetings to understand a practice’s goals and pain points in order to drive feature adoption, utilization, and retention
• Personally driven by building fast relationships with key stakeholders and decision makers in order to instill trust to see strong results
• Able to have challenging conversations in order to advise, influence others and handle objections effectively
• Able to balance sales conversations with project management and working with internal stakeholder teams
• Motivated by learning and can quickly grasp and apply new ideas & solutions
• Someone who actively seeks out feedback from sales leadership to adapt and implement improved sales strategies and processes
• Data-driven and consultative in your decision-making

Your day-to-day is...

• Driving practice performance by effectively communicating feature value and handling objections to maintain setup and increase buy-in.
• Leading meetings with providers to deepen their partnership with Zocdoc, including driving patient bookings and new feature adoption. 
• Being an expert on all Zocdoc products and making tailored recommendations to practices to improve setup.
• Using effective time management and account prioritization for consistent client outreach.
• Working closely with local sales and other teams across the business to optimize Zocdoc accounts.

You’ll be successful in this role if you have…

• Bachelor’s degree or equivalent
• 1-2 years of professional experience in an SDR, business development, customer success or account management role
• Stellar communication and interpersonal skills
• Strong attention to detail, highly organized, and a quick, curious learner
• A high level of problem-solving and issue-resolution skills
• Ability to think on your feet and thrive in a dynamic, start-up environment

Benefits:

• Flexible, hybrid work environment at our convenient Soho location
• Competitive PTO 
• 100% paid employee health benefit options (including medical, dental, and vision)
• Commuter Benefits
• 401(k) with employer funded match
• Corporate wellness program with Wellhub
• Sabbatical leave (for employees with 5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Catered lunch everyday along with beverages and snacks
• Employee Resource Groups and ZocClubs to promote shared community and belonging
• Great Place to Work Certified