Develop and execute the Digital Customer Success strategy, including tech-touch programs, lifecycle journeys, and automation using ChurnZero.
Establish processes, best practices, and success metrics for digital engagement and customer lifecycle management.
Analyze customer data to identify churn drivers and implement strategies to improve retention and growth.

Team:

Recruit, manage, and develop a high-performing Digital Customer Support team (Admin + pooled CSMs) to support scalable coverage.
Create and maintain enablement materials, dashboards, and reporting to improve organizational effectiveness.
Ability to proactively evaluate programs and implement improvement ideas on an ongoing basis.

Collaboration:

Collaborate cross-functionally with Sales, Services, Product, Marketing, and Support to mitigate customer challenges and ensure ROI delivery.
Partner with Sales to align on expansion and upsell opportunities, proactively addressing renewal risks.
Champion a customer-centric culture and foster strong relationships through digital channels and occasional strategic interactions.

ChurnZero

symplr is revolutionizing healthcare operations with a first-of-its-kind platform. They drive effective, efficient, and connected workflows while increasing operational benefits and scaling clinical, financial, and quality outcomes. symplr is a remote-first company with employees working across the United States, India, and the Netherlands.

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