Senior Manager, Customer Success
Withings, United States
Job Description
Withings is on a mission to be the trusted leader in clinical-grade smart health devices. Already the leading innovator of smart scales, our product portfolio includes connected scales, connected blood pressure monitors, sleep monitors, thermometers, and health/activity wearables.
Historically a B2C company, Withings created a new B2B division - Withings Health Solutions - in 2019, to extend Withings’ offering to the Healthcare industry and help bridge the gap between patients and their providers.
Today, our products enable a diverse and growing set of innovators in the healthcare industry to better take care of their patients. From chronic condition management to remote patient monitoring and clinical research, Withings has dedicated solutions that provide the richest array of accurate, real-world data, thanks to our complete ecosystem of connected devices, data connectivity options, and our remote patient monitoring platform.
Withings Health Solutions is a fast-growing division within Withings and we are looking for talented individuals to help us build the future of healthcare.
Requirements
We are seeking an experienced and dynamic Director of Account Management to help us take our relationships with our customers to the next level. This is a new role that would be ideal for somebody who enjoys wearing multiple hats as it involves the creation and oversight of the new Account Management function, the direct management of key accounts as well as the strategic leadership of our Customer Success team. The ideal candidate will have a solid background in account management and team leadership and possess a 'farmer' sales mentality focused on cultivating and growing existing customer relationships.
Candidates must be able to commute to our 225 Franklin Office, Boston MA 3X per week. M, T amp; TH.
- Own the Revenue target of your territory and be responsible for its performances.
- Personally manage key customer accounts, setting the standard for excellence in account management within the division.
- Serve as the senior point of contact for clients, building and nurturing long-term relationships.
- Establish and fine-tune the account management processes and strategies for maintaining and expanding customer relationships.
- Spearhead the development of strategic plans to achieve sales targets through renewals, upselling, and exploration of new business opportunities within existing accounts.
- Lead negotiations for contract renewals and upselling opportunities
- Oversee the Customer Success Manager (CSM) team of your region, guiding them in the onboarding process, daily operations and overall success of our partnerships.
- Work closely with other departments, such as Marketing, Product, Operations etc. to ensure that customer feedback influences business strategies and that we deliver an outstanding experience to our customers
- Report on account statuses, forecasting, and the identification of growth opportunities.
About You
- Proven track record of successful account management, particularly within the digital health industry
- Experience in a leadership role, with a hands-on approach and the ability to manage both strategic and operational aspects of the position.
- Exceptional ability to cultivate sales opportunities within existing customer relationships, with a focus on sustainable, long-term account growth.
- Strong negotiation, communication, and presentation skills, capable of building rapport and trust with clients.
- A passion for data with a keen aptitude for analyzing account metrics to identify trends, forecast outcomes, and drive strategic decisions. You should be comfortable using data analytics tools and translating numbers into actionable business strategies.
- Demonstrable experience with Salesforce CRM (or similar) to manage customer interactions, track sales processes, and maintain client information.
- Bachelor’s degree in Business Administration, Sales, Marketing, or a related field.
- At least 5 years of experience in a senior account management role.
Benefits
As you're making the world a healthier place for others, we strive to make it a healthier place for you:
- Health Care offerings, including options with no employee paid premiums
- All employees receive One Medical and Talkspace memberships
- 6% retirement plan match (401k)
- Life insurance amp; disability options at no cost to you
- Competitive Paid Time Off plans (vacation, sick amp; public holidays)
- Family Leave (Maternity, Paternity)
- Wellness and preventative care reimbursements
- Daily lunch stipends
- Employer funded HSAs
- Healthcare amp; Dependent Care FSA
- Employer funded commuter FSA
- Bike-to-work benefit