Who you are.
Have you worked customer success for B2B or B2C SaaS platforms with a passion for solving real problems for real people? We want to meet you!
You consider yourself to be a customer advocate. You have a passion for helping customers identify and obtain their goals.
You’re happiest when you are working on a variety of different projects and are comfortable managing changing priorities.
You are patient and empathetic. You have a growth mindset, are naturally curious, and seek continuous learning in everything you do.
You like to research and to write. You thrive in an independent work environment. And you enjoy creating workflows that reduce the need to do the same thing twice.
What you'll do.
As Kamana’s second customer success manager, you will play an instrumental role in helping to define how our CX/CS team operates. Working alongside our small but powerful customer experience team, you'll be on the frontlines of growth for Kamana's user base of nurses, allied health professionals, staffing agency end users, and other healthcare employers.
In the short term you will:
- Learn about our product and our users, with the goal of deeply understanding both.
- Learn our current customer success tools and processes, while thinking critically and participating in conversations about how to improve them.
In the long term, you will:
- Become an expert on our users and customers, and translate their wants and needs into product and process improvements.
- Train and support new users on the platform.
- Ensure our customers are extracting full value from the product, while also finding creative ways to solve unique needs for a wide range of customer types on an ever-evolving platform.
- Collaborate across our customer experience, marketing, and product teams on special projects
While there will be some flexibility in the timeframes that you work, the ability to establish a predictable schedule - with occasional availability on nights, weekends, & holidays - is a must.
What you've done before.
You have something like two or more years of experience working customer success for B2B SaaS products, or have a proven track record in a client (user/customer/people) facing role.
You have been independently responsible for critical operational tasks within a business.
You have developed a love of thinking critically to get the root of issues quickly, and have the skills to clearly communicate resolutions in a friendly and approachable way.
You have ideally been on the ground floor of a startup. You understand what the journey looks like and have the desire to repeat it.
It'd be cool if you've done this.
A clinical background, healthcare recruiting, and/or knowledge of the healthcare staffing industry would be amazing.
Experience writing and maintaining support content and user guides would be helpful. It would be great if you’ve previously designed and executed a customer health score program.
Lastly, experience helping define operational systems and processes in the world of customer success would help get you to the top of the list.
Salary, benefits, & how we work.
This is a full time exempt position with an expected salary of $68,000 - $78,000/year.
How can I apply?
Open to US based applicants only.
Kamana is an equal opportunity employer and does not discriminate on the basis of race, sex, age, national origin, religion, physical or mental handicaps or disabilities, marital status, Veteran status, sexual orientation, gender identity nor any other basis prohibited by law.