Job Description

We are looking for an experienced, resourceful, tech-savvy, and compassionate Customer Success Manager to join our growing team.

Braid Health is a digital health company focused on the development and delivery of a diagnostic collaboration platform for radiology and the healthcare industry.

At Braid, we believe access to medical expertise should be universal.

As a team, we're committed to:

• Making sure our impact on patients, providers, nurses, technicians, and support staff is positive and measurable.
• Investing in each other's growth, both professionally and personally.
• Pushing for transparency in our relationships with each other, our customers, and our investors
• Ensuring privacy and security are always top of mind.

About The Role: This is a full-time role that can be held remotely in the United States or Canada.

Objectives:

• Act as a trusted strategic advisor for key decision-makers across your assigned accounts.
• Build and maintain strong, long-lasting client relationships.
• Promote client satisfaction through exemplary customer service and problem resolution.
• Proactively anticipate your accounts’ needs by checking in with your accounts regularly as well as using a data driven approach to understand trends.

Responsibilities

As the main owner of assigned customer relationships, you will:

• Build strong, collaborative relationships with customer stakeholders by deeply understanding their goals and challenges.
• Proactively monitor account health to surface potential issues before they impact the customer experience.
• Act as the go-to resource for customers and address concerns with timely, effective and practical resolutions.
• Collaborate with internal teams, including product, engineering and technical support to address customer needs.
• Identify opportunities to expand customer engagement and contribute to our customers' success as our own.

Qualifications & Expectations

• 5+ years of Account Management experience supporting medical software and or services.
• 5+ years of experience navigating the clinic environment (primary care, urgent care offices)
• 5+ years of experience as a strategic partner for healthcare accounts
• Track record of superior customer service.
• Ability to juggle multiple competing tasks and demands with the appropriate sense of urgency.
• Confidence to work independently, take initiative, and complete tasks.
• Demonstrated problem-solving skills by gathering information and using judgment that is consistent with the company’s standards, best practices and policies.
• Experience with Google Suite, Notion and Slack is an asset
• Excellent verbal and written communication skills. 

Benefits & Perks

• 100% Remote
• Medical, Dental, & Vision 
• Flexible PTO
• We are a small team. Your input, opinions, and ideas will shape our day-to-day and impact who we become. 

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