Customer Success Manager, SMB

Our Mission

Healthcare should work for patients, but it doesn't. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc's mission is to give power to the patient. To do that, we've built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down.


We're 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Your impact on our mission

Customer Success Managers are the driving force in helping existing Zocdoc providers maximize their performance and experience on the Zocdoc platform. Our goal is to make each practice more successful by understanding the practice goals, upselling additional products and features, offering solutions to drive booking volume, and improving overall practice performance. A successful candidate will be an expert in the Zocdoc product, and be able to navigate complex practice operations to re-align value and optimize providers' success on Zocdoc.

You'll enjoy this role if you are...

• Passionate about ensuring provider satisfaction by conducting client meetings to understand a practice's goals and pain points in order to drive feature adoption, utilization, and retention
• Personally driven by building fast relationships with key stakeholders and decision makers in order to instill trust to see strong results
• Able to have challenging conversations in order to advise, influence others and handle objections effectively
• Able to balance sales conversations with project management, working with internal stakeholder teams while being consultative in your decision-making
• Personally motivated by driving KPIs that are attached to a monthly commission plan
• Motivated by learning and can quickly grasp and apply new ideas & solutions
• Actively seeking out feedback from sales leadership to adapt and implement improved sales strategies and processes

Your day to day is...

• Working closely with sales/acquisition and operations teams to onboard new provider practices by prioritizing and managing complex processes across multiple accounts
• Driving practice performance by effectively communicating feature value and handling objections to maintain setup and increase buy-in
• Being incredibly detailed oriented, able to manage multiple projects simultaneously with consistent touchpoints, and thrive with a high degree of autonomy
• Being an expert on Zocdoc's product and training new providers/their teams on best practices to be successful
• Proactively identifying and resolving issues that could affect customer satisfaction and buy-in
• Being self-motivated to own your metrics, strive to exceed goals, and openly seek feedback and coaching to support areas of opportunity
• Being persuasive and excelling in sales tactics to build genuine connections with customers to maximize buy-in to feature adoption and drive high onboarding satisfaction
• Influencing providers to deepen their partnership with Zocdoc by investing in our products to maximize their potential for success; creating future brand ambassadors is something you should strive for

You'll be successful in this role if you have...

• Bachelor's degree or equivalent
• 1-2 years of professional experience in an SDR, business development, customer success or account management role
• Stellar communication and interpersonal skills
• Strong attention to detail, highly organized, and a quick, curious learner
• A high level of problem-solving and issue-resolution skills
• Ability to think on your feet and thrive in a dynamic, start-up environment

Benefits:

• Flexible, hybrid work environment at our convenient Soho location
• Competitive PTO
• 100% paid employee health benefit options (including medical, dental, and vision)
• Commuter Benefits
• 401(k) with employer funded match
• Corporate wellness program with Wellhub
• Sabbatical leave (for employees with 5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Catered lunch everyday along with beverages and snacks
• Employee Resource Groups and ZocClubs to promote shared community and belonging
• Great Place to Work Certified

Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate's experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details.

NYC Hourly Pay Range

$30.29-$34 USD

About us Zocdoc is the country's leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc's Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world's leading investors, and we believe we're still only scratching the surface of what we plan to accomplish.


Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We're an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws.

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