Customer Success Manager, SMB

Customer Success Manager

You call. You wait. You call again. In every other part of your life, you book in seconds. In healthcare, you're blocked.

We're here to give power to the patient.

For nearly 20 years, we've built the leading healthcare marketplace - helping tens of millions of people find and book the care they need. Now, we're going further: building our infrastructure beyond Zocdoc's marketplace to power access to care wherever patients search, from provider websites and insurance directories to search engines, AI platforms, and more.

Healthcare still lacks something every other major consumer industry takes for granted: a seamless way to go from seeking to getting. We don't want to own the front door to care; there isn't one. We want to make sure all of those doors open when patients are knocking.

Fixing healthcare starts with fixing access to it. And we're still just getting started.

Customer Success Managers help existing Zocdoc providers get more value from the platform and grow their practices. Through strategic outreach, they communicate the value of meeting with a CSM, and when running those meetings, they learn each practice's goals, address operational challenges, and recommend ways to expand the partnership. This can include adding new providers to the platform, improving setup, or increasing the practice's visibility. As product experts and trusted partners, CSMs help practices drive patient bookings, improve performance, and adopt features that support their growth.

You'll enjoy this role if you are

• Passionate about provider success and enjoy understanding practices' goals and challenges to help drive feature adoption, utilization, and retention
• Energized by proactive outreach and comfortable communicating the value of a meeting, then leading conversations about ways to grow a practice's Zocdoc partnership
• Motivated to build trusted relationships quickly with key stakeholders and decision-makers
• Confident having consultative conversations, influencing others, and handling objections
• Comfortable balancing sales conversations, account management, and collaboration with internal teams
• Curious and quick to learn new products, ideas, and approaches
• Open to feedback and ready to adapt your sales strategies and processes
• Data-driven and consultative in your decision-making
• Motivated by a fast-paced, structured environment where you own your activity and results

Your day-to-day is...

• Drive practice performance by communicating feature value, addressing objections, helping practices maintain effective setup, and building provider buy-in
• Use strategic, outbound outreach in a high-volume, phone-first environment to communicate the value of meeting with a CSM and consistently set client meetings
• Lead provider meetings to understand practice goals, then present the value of expanding the Zocdoc partnership, such as adding providers or improving setup, to support patient bookings and feature adoption
• Manage approximately 50 practice accounts at a time, partnering with each over a 30-day engagement through account research, meetings, and follow-up
• Apply expertise in Zocdoc products to make tailored recommendations and improve practice setup
• Prioritize accounts and manage time to sustain consistent client outreach
• Partner with teams across the business to optimize Zocdoc accounts and support feature installations when needed

You'll be successful in this role if you have

• Strong communication and interpersonal skills
• Strong attention to detail, organization, and a quick, curious approach to learning
• Problem-solving and issue-resolution skills
• The ability to adapt and thrive in a dynamic, quickly evolving environment
• A consultative, data-driven approach to decision-making and the ability to handle objections
• The ability to integrate generative AI tools into daily workflows to automate tasks, foster innovation, and maximize productivity

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 $35.10 USD

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. Job Applicant Privacy Notice