Customer Success Specialist

About Us:

Would you like to become part of a modern healthcare organization? Then come and join us today! Join our team and make a meaningful difference in the lives of individuals and families. Entyre Care is a progressive, high-growth start-up organization geared to success in Personal Care Services. As we continue the advancement of healthcare in homecare, we are seeking driven, motivated candidates that are excited to join a fast-paced environment. Candidate must live within reasonable commuting distance of Boston, MA.

Position Overview:

We are seeking a high-energy, results-driven Customer Success Specialist with a passion for exceeding goals. In this fast-paced role, you'll play a critical part in driving customer satisfaction and retention by ensuring seamless onboarding, proactive engagement, and consistent follow-up. You thrive in a competitive environment, put the customer first, and are motivated by hitting goals and delivering value. You'll work cross-functionally to streamline workflows, surface actionable insights, and ensure our customers are getting the most out of our solutions-contributing directly to growth and customer loyalty.

Key Responsibilities:
• Customer Outreach & Follow-Up: Proactively follow up with clients daily via phone and email to ensure timely completion of onboarding steps, address questions, and maintain engagement throughout their homecare journey.
• Customer Data Management: Maintain and update customer information in our CRM system, ensuring accuracy and reliability for internal teams.
• Process Coordination: Organize and oversee customer onboarding, renewals, and follow-up schedules to ensure timely and efficient service delivery.
• Task Prioritization: Manage customer requests, escalations, and follow-ups, ensuring issues are routed to the appropriate team members and resolved promptly.
• Process Improvement: Identify opportunities to improve customer success operations and propose efficient solutions to optimize workflows.
• Cross-Functional Collaboration: Work closely with sales, support, and clinical teams to ensure seamless communication and alignment of administrative processes.
• Documentation & Resources: Create and maintain clear, organized documentation for customer success workflows, FAQs, and support resources.

How We Operate - Non-Negotiable:
• "Insanely Great" for Families - Delivered Now:
Relentlessly solve caregiver needs with excellence and speed.
• Speed is King - Ruthless Focus:
Eliminate distractions and execute on critical objectives with urgency.
• Raise the Bar:
Demand A-player performance and continuous improvement from yourself and your team.
• The Speed Algorithm:
Question, delete, simplify, and accelerate every process. Remove bottlenecks and friction.
• Act Like Owners - Bold Bets, Fast Action:
Take initiative, make bold decisions, and move fast to drive results for families.

Qualifications:
• Experience in customer success, sales, or operations roles.
• Self-motivated and proactive in identifying and solving problems.
• Strong organizational and multitasking skills with excellent attention to detail.
• Excellent communication skills, both written and verbal.
• Persistence in outreach with customers and building rapport.
• A proactive approach to problem-solving and process improvement.
• Familiarity with customer service principles and a strong commitment to supporting internal and external stakeholders.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Ability to work with deep empathy and service mindset.
• Familiarity with Medicaid programs, New Hampshire home care ecosystem, and case management is a plus.

We've been made aware of individuals falsely claiming to represent Entyre Care using lookalike email addresses (eg @entyrecareers.com). Please note that all legitimate emails from our team come from @entyrecare.com or @entyre.de. We will never ask for sensitive information or conduct interviews via messaging apps or social media.