Customer Success Manager

OUR MISSION: HOSPITAL-QUALITY CARE, EVERYWHERE. The healthcare industry still relies on faxes and phone tags to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995. Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us! OUR VALUES: THE PRINCIPLES THAT GUIDE US Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day. - We are transparent, upfront and direct. We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress. - We value speed of iteration. We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection. - We give 110% effort, 30% of the time. We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run. - We empathize with customers to a fault. When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, "How can we make this better?" We believe true innovation comes from deep empathy and a relentless focus on solving the real-world challenges of healthcare. YOUR IMPACT: HOW YOU'LL HELP US HEAL A BROKEN SYSTEM Customer Success makes sure that our customers have a great user experience. The team plays a critical role in the company’s long-term success by building close relationships with clinics, maintaining customer satisfaction, expanding usage, and preventing churn. WHAT YOU'LL ACHIEVE: A GLIMPSE INTO YOUR CONTRIBUTIONS Within your first year, you will have the opportunity to: - Managing a portfolio of Verse accounts (clinic and hospital users). - Manage the handoff process from the sales team & quarterly business reviews to enable our customers to achieve their goals with Verse. - Resolve high priority and high impact issues in tandem with our operations team. - Identify growth opportunities within accounts to execute on expansion. - Implement new processes within Customer Success that enable us to scale the function. - Monitor and mitigate account churn. - Collaborate with customers to ensure timely and compliant documentation for successful insurance billing. WHAT YOU'LL BRING: THE SKILLS AND EXPERIENCE YOU’LL LEVERAGE We believe that diverse experiences and backgrounds lead to better solutions. While we have an idea of what will help someone succeed in this role, we are open to being convinced by your unique story and skills. If you believe you can achieve the outcomes above, we encourage you to apply. Core Skills & Experience: - 1-3 years in a customer success role in the software or healthtech domain. - Excellent interpersonal & communication skills, both written and verbal. - Well-organized with high attention to detail, a resourceful problem solver, and can manage multiple work streams. - Comfort working in a phone-driven environment. - Experience managing and triaging issues from various accounts. - Ability to manage ambiguity and competing priorities. - Experience using CRM software (e.g. Salesforce) and office tools (e.g. Microsoft Office and/or G Suite) THE REWARDS & REALITY: COMPENSATION, BENEFITS & LOGISTICS We believe in taking care of our team, both pro…