Customer Success Manager

ABOUT CLIPBOARD

Our mission is to uplift as many communities as possible. We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers. This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S.

Founded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company https://www.ycombinator.com/topcompanies/ and have been profitable since 2022. We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities.

Excited about what we're building? We'd be grateful if you'd spread the word. If you know a friend, former colleague, or someone exceptional you'd love to work with again, refer them here. https://jobs.ashbyhq.com/clipboard/form/ref-test-form

About the Role

An indispensable component of Clipboard’s marketplace is its healthcare facility customers. The Customer Success Manager ensures the continued success of the partnership between Clipboard and its facility partners, working to deliver an optimal experience at every level of clients’ organizations. The job encompasses being a resource to facilities when issues arise, liaising with corporate level contacts, and keeping abreast of a litany of important business metrics for each facility.

If you’re an avid problem solver, great communicator, and diligent executor, Clipboard is the place for you to continue growing and honing your skills. You’ll be an awesome resource for our customers, while continuing to sharpen your business acumen.

Responsibilities

• Own a book of business, routinely speaking with assigned accounts, solving issues as they arise, and helping customers stay current on invoices
• Establish credibility and trust with providers and healthcare executives by demonstrating strong business adamant and understanding of clinical workflows in order to build meaningful relationships
• Clearly articulate the value proposition our products to clinical and non-clinical stakeholders and educate on the products’ workflows
• Capture feedback from prospects on their needs, wants, and pains, and share that feedback with product teams to develop our offering
• Work cross functionally with different teams internally to execute excellently on various trials and initiatives we perform with existing customers

Beyond the basics, what will make you successful

• Extreme Ownership: the buck stops with you, no matter what anyone else did or did not do. You're self-reliant, and can get things done in the chaos that is an early-stage startup scaling quickly
• Extreme Curiosity: you ask "why" 3-5 times in a row for the same problem, digging and digging and not being satisfied until you truly understand the root cause
• Scrappiness: you look for ways through problems and refuse to let obstacles derail your progress. You bring solutions instead of asking ‘what should I do?’
• Fast Paced: You thrive on moving quickly and are highly adaptable to a market that evolves quickly

Our Interview Process

1. Case Study
2. Interview + Customer Call Simulation
3. Executive Interview
4. [Possible] Culture chat with CFO

Why a case study first? Since this role is remote and requires a high degree of autonomy, the case study helps us understand how you operate in an asynchronous environment. Specifically, we’re looking at how you interpret written context, navigate ambiguity, and identify opportunities independently.This ensures our first conversation is grounded in your actual work style rather than just a resume walkthrough

Qualifications

• Relationship management experience not required but strongly preferred
• Excellent verbal and written communication skills
• Willingness to try / lack of fear
• Bachelor's Degree

Benefits

• Do great work that matters for customers who could really use your help
• Competitive pay
• Unlimited PTO
• Fully Remote

The range provided is Clipboard's reasonable estimate of the salary for this role. The actual amount may differ based on factors such as experience, knowledge, skills, abilities, and location. This role may also be eligible for discretionary bonuses and/or equity compensation.

Quick Note on Scammers

Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here https://forms.gle/SyGaxHFbon7Hg9fW6.