Customer Success Manager, SMB

Responsibilities

• Conduct client meetings to understand practice goals and pain points, driving feature adoption, utilization, and retention
• Work closely with sales/acquisition and operations teams to onboard new provider practices by prioritizing and managing complex processes across multiple accounts
• Drive practice performance by effectively communicating feature value and handling objections to maintain setup and increase buy-in
• Train new providers and their teams on best practices to maximize success on the Zocdoc platform
• Proactively identify and resolve issues that could affect customer satisfaction and buy-in
• Own personal metrics, strive to exceed goals, and seek feedback and coaching
• Influence providers to deepen their partnership with Zocdoc by investing in products to maximize success

Requirements

• 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
• High level of problem-solving and issue-resolution skills
• Ability to think on your feet and thrive in a dynamic, start-up environment

Nice-to-Haves

• Experience navigating complex practice operations
• Ability to balance sales conversations with project management
• Experience with KPI-driven monthly commission plans

Benefits

• Flexible, hybrid work environment
• Competitive PTO
• 100% paid employee health benefit options (medical, dental, vision)
• Commuter Benefits
• 401(k) with employer funded match
• Corporate wellness program
• Sabbatical leave (5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Catered lunch, beverages, and snacks
• Employee Resource Groups and ZocClubs