Note: The job is a remote job and is open to candidates in USA. Coral Care is dedicated to making high-quality pediatric therapy accessible by connecting families with local providers. The Customer Success Manager will lead the team in enhancing family engagement and retention, ensuring a compassionate and supportive experience for families navigating developmental care.
Responsibilities
- Lead account management, retention efforts, and churn saves, with a focus on building trusted relationships, maximizing family satisfaction, and driving meaningful long-term outcomes
- Work with our analytics team to set up dashboards and tracking to guarantee accurate scheduling, tracking, and optimization of sessions for both families and providers
- Coach, develop, and inspire the Customer Success and Care Concierge teams, fostering accountability, growth, and collaboration
- Build, refine, and scale processes that maximize family conversion and retention while keeping the parent experience central at every step
- Partner with Provider Operations, Marketing, and Billing to ensure seamless coordination across the organization and a cohesive, stress-free experience for families
- Surface family feedback, trends, and friction points to the rest of the organization, and use those insights to drive product, process, and service improvements
- Track, analyze, and report on key performance metrics; identify trends and anomalies; and use insights to drive team improvements and targeted coaching
Skills
- 5 to 8 years of experience in customer success, account management, patient operations, or healthcare operations
- Proven experience managing and developing high-performing teams
- Proven experience managing multiple workstreams simultaneously
- Demonstrated success in designing, building, and scaling data-driven processes and systems
- Strong organizational and project management skills
- Meticulous approach to spot-checking and process management
- Deep empathy for parents navigating the care journey, with the ability to translate complex processes into clear and supportive communication
- Track record of training, coaching, and inspiring teams to deliver both operational excellence and compassionate service
- CRM experience required (HubSpot preferred)
- Experience in high-growth startups is strongly preferred
- Strong technical skills (SQL and Google Sheets) preferred but not required
Benefits
- Competitive medical coverage for you and your family
- Generous PTO plus paid holidays
- Paid parental leave for all parents
- Access to a 401(k) plan
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