Job Description

Job Description

Customer Success Manager (Provider)

At Olio, our core focus is to make healthcare clinicians’ lives simpler and more productive by creating software that connects siloed clinical teams. We’re proud of the fact that our customers love our product, and that our work has a measurable positive impact on the lives of their patients. We’re growing fast and looking to add a Customer Success Manager to our team.

What We’re Looking For

Our ideal candidate is a relationship-driven professional who excels at building deep, strategic partnerships with customers. This individual is naturally curious, emotionally intelligent, and communicates with clarity across diverse Network Provider stakeholders. The ideal candidate thrives in a fast-paced environment, stays organized and accountable, and leans into challenges with a problem-solving mindset. Most importantly, the CSM recognizes that cultivating long-term relationships is not only central to success in this role, but is also the clearest path to career advancement.

What We Provide

A high-performing team . We set ambitious but reasonable goals and work together to make sure we achieve them. Delivering consistent, high-quality products to our users is our number one priority.

A supportive environment. We value open communication and make efforts to practice consistently giving and receiving feedback. We welcome diverse ideas and seek input from all team members.

Room to grow. We believe strongly in investing in our people. Opportunities for learning and development abound through design discussions, support for continued learning, one on one meetings with leadership, and more.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications or a related field
• Minimum 2-5 years of experience in a customer-facing account management, customer success, sales or a related role, preferably in the SaaS industry
• Proven ability to build and sustain long-term external relationships with customers
• Demonstrated success leading meetings, facilitating engagement, and fostering trust across diverse audiences / stakeholders
• Prior healthcare experience and a basic understanding of value based-care, and managed care preferred
• Strong communication and interpersonal skills, as well as confidence when presenting to a variety of audiences
• Ability to thrive in a fast-paced environment, manage multiple accounts and prioritize tasks effectively
• Exceptional organizational skills and attention to detail
• Analytical mindset with the ability to interpret data and make informed decisions and recommendations
• Problem-solving skills with a proactive, solution-oriented approach to customer issues
• Basic understanding of SaaS products and the technology landscape
• Comfort working in Hubspot and proficiency in Google Suite is preferred
• Willingness to travel between 15-25% of the time

Job Requirements

• Serve as the main point of contact for assigned Network Provider accounts, building strong relationships with key stakeholders and proactively raising issues to prevent churn
• Demonstrate measurable success in initiating, developing, and sustaining relationships with Network Providers and their stakeholders
• Lead regular check-ins and facilitate opportunities for growth to maximize partnership value
• Identify opportunities to introduce additional products that may benefit the customer, contributing to revenue growth
• Work closely with Sales and Product Support teams to ensure customer needs are met and to provide feedback that may influence product development
• Assist in the onboarding process for new customers, ensuring they have a smooth transition and are fully equipped to use Olio effectively
• Manage special projects & execute on deliverables critical to the business
• Monitor account performance, usage metrics, and customer feedback to identify trends and provide actionable insights to the team and leadership
• Maintain accurate and up-to-date records of account details and customer interactions, and account status in the CRM system
• Between 15 - 25% travel to various Network Provider locations to further build and strengthen relationships with our customers

Benefits and Compensation

• Competitive salary
• Significant opportunities for career advancement
• Flexible schedule and vacation policy
• Parental leave for birthing / non-birthing parents
• Convenient, modern office location - only onsite
• Health/dental/vision insurance
• STD/LTD/Life coverage
• 401k

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