Customer Success Manager

Customer Success · Sandy, Utah
Department Customer Success
Employment Type Full-Time
Minimum Experience Entry-level

Location

Utah or Remote


Rivet & Role Overview

Rivet is an early-stage, venture-backed SaaS startup building sophisticated software for healthcare providers to make the U.S. healthcare system more transparent via a reimagined payer intelligence and patient billing infrastructure.


We're looking for a Customer Success Manager to join our growing team and help deliver on our ambition to simplify paying for healthcare. As Rivet's third Customer Success Manager, you'll have a unique opportunity to help influence and provide best-in-class customer success at Rivet. 


Responsibilities


  • Proactively work with assigned customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption 
  • Lead annual business reviews with system users and executive sponsors to consult on strategic initiatives, review their identified business goals, and align on the overall impact.
  • Diagnose root causes and recommend corrective actions, if the customer is not achieving their identified goals
  • Provide ongoing recommendations and serve as the voice of the customer to internal teams
  • Train and onboard new customers to ensure successful implementation of Rivet
  • Develop tools, establish processes, and best practices to engage a large book of business through 1:many communications efforts


Requirements


  • Outstanding task management skills across a varied set of responsibilities in a fast-paced, dynamic, and unstructured environment
  • 1-2 years Customer Success or similar role in a SaaS environment
  • Ability to communicate effectively via phone, web conference, and in writing as a majority of customer communication is virtual
  • Have, or be willing to learn technical skills to confidently provide high-level guidance and leverage creative problem solving to identify solutions to customer challenges
  • Exceptional interpersonal skills with a broad range of external and internal teams
  • Ownership and accountability - we'll give you the reins and hold you responsible for delivering great results


Bonus


  • Have worked in the healthcare industry with provider organizations (practices and hospitals).
  • In-depth knowledge of the US healthcare system, especially eligibility and benefits


Why Rivet


  • Make the world a better place - you'll spend your days helping people understand and pay for high-quality healthcare
  • Ownership and accountability - we'll give you the reigns and hold you responsible for delivering great results
  • Wear lots of hats - we're small and scrappy, so you'll learn first-hand about the different aspects of a SaaS company
  • Ship product early and often - you'll learn which ideas worked or not so you can iterate quickly to build a great product
  • Work with a best-in-class team - we're driven, smart, hard-working, and we have a ton of fun together
  • Be yourself - we recognize and celebrate our differences, and actively work to increase equity and inclusion for all people and perspectives
  • Mentorship from seasoned leaders - our leaders will challenge and support your growth and development
  • Great benefits - including flexible PTO, healthcare coverage, and stock options

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    • Location
      Sandy, Utah
    • Department
      Customer Success
    • Employment Type
      Full-Time
    • Minimum Experience
      Entry-level