Client Success Manager, Enterprise Sales

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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.

Enterprise Customer Success Managers empower providers to maximize the value of Zocdoc. In this role, you will focus on proactively engaging key stakeholders at large, complex healthcare entities to drive their success in the Zocdoc marketplace. You are a value-added consultant, tasked with delivering well-timed, data-driven insights leading to successful outcomes for your customers. Our ECSMs don’t shy away from challenging conversations — they champion new ideas, inspire innovation, and appropriately challenge the status quo, all in the name of driving Zocdoc’s most important partnerships forward into the future.

• Goal-oriented. You believe in the power of setting big goals and then breaking them down into the manageable, bite-sized inputs that lead you there
• Process-driven. You thrive in an environment that provides clear direction on where to focus your time and attention
• Intellectually curious. You're always looking for new ways to develop and grow provider and user success
• Hungry for collaboration. The best ECSMs understand that success is a team sport, but it’s up to you to bring the right people — both from our clients and from Zocdoc — together to achieve great things

• Serving as a trusted advisor and primary point of contact for some of Zocdoc’s largest customers
• Engaging your customers on key optimization opportunities and driving them toward improvements intended to maximize the impact of Zocdoc on their business
• Collaborating with cross-functional team members including sales, support, technical services, and more to align on customer goals and our shared approach to driving success
• Understanding and helping design client-specific narratives around adoption, utilization, and return on investment
• Spearheading customer conversations around new product developments, specialty-specific insights and best practices, and opportunities for continued learning

• Relationship management experience. 2-3 years professional experience in customer success or account management roles
• Strong communication skills. You’re a confident written and verbal communicator with experience in building buy-in toward a shared objective
• A creative eye for how to do things better. You’re able to identify opportunities for increased efficiency and effectiveness, both with customers and with how we approach our work at Zocdoc
• An appetite for continuous learning. You’re eager for feedback and hold yourself (and your manager) accountable to regular coaching in the spirit of ongoing growth and development
• A positive outlook toward change. Our customers are evolving and so are we. Embracing change and strong adaptability are important parts of your success in this role