The Customer Success Manager will focus on proactive outreach and engagement with MatrixCare customers to understand the outcomes they seek and develop a plan to deliver by working with Development, Sales, Account Management, and Client Services. The successful Customer Success Manger will establish relationships with assigned clients, partner with them in delivering value (outcomes), and will increase renewals and reduce attrition due to increased satisfaction with MatrixCare.  

Let's talk about Responsibilities:

Engage and inform key end users of MatrixCare solutions 

Coordinate and conduct Business Reviews and Executive Business Reviews based on segmentation targets 

Proactively establish productive and professional relationships with key personnel in assigned customer accounts with recurring check points and reviews 

Monitor assigned client renewal dates and proactively establish intent to renew and mitigate churn 

Coordinate the involvement of company personnel, including support, development, professional services, sales, and leadership resources to identify and deliver the customer’s desired outcomes 

Proactively establish a strategic customer success planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period 

Proactively assess, clarify, and validate customer needs on an ongoing basis 

Facilitate resolution to unresolved client issues 

Maintain and manage the overall health of assigned customers and address clients at risk based on established health indicator criteria 

Based on Success Planning and engagement generate qualified upsell opportunities for the Account Management Team 

Work with assigned clients to enhance adoption, manage risk, proactively mitigate risk, and achieve client outcomes 

Ability to demonstrate and convey, at a high level, key functionality within assigned core platform/solution 

Conduct Health Checks/Mini Optimizations to identify areas of the application that, if leveraged, support customer business goals and outcomes 

Travel 10%-15% as required by customer segment/need 

Let's talk about Qualifications and Experience:

Bachelor’s degree in Business or related field preferred 

2+ years’ experience in engaging clients, identifying issues/opportunities, and resolving issues 

Experience in the Homecare, Hospice, Private Duty, Skilled Nursing, LPC, or Senior Living highly preferred 

Excellent verbal and written communication skills 

Strong listening skills and presentation skills 

Ability to build strong rapport, establish trust and credibility through a consultative, proactive, and attentive approach 

A self-starter who can effectively work within a strong team culture 

Time Management skills -- able to manage multiple priorities effectively 

“Demo level”/high level product knowledge and familiarity 

A Problem-Solving Aptitude 

Proven and successful client rapport 

C-Level and End user relationship management skills and experience 

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

This role is eligible for a Sales Incentive Plan with a target of $20,900 annually.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current base range for this position is: $71,000 - 106,000

​For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.