Customer Success Manager (SMB)

Join Zocdoc as a Customer Success Manager (SMB) and help existing providers maximize their value from the platform and grow their practices. In this role, you will engage with approximately 50 practice accounts at a time, understand their goals, address operational challenges, and recommend ways to expand the partnership. You will also communicate the value of meeting with a CSM, lead provider meetings, and partner with teams across the business to optimize Zocdoc accounts.

Responsibilities

• Communicate the value of meeting with a Customer Success Manager (CSM) to existing Zocdoc providers and set client meetings.
• Lead provider meetings to understand practice goals and present the value of expanding the Zocdoc partnership.
• Manage approximately 50 practice accounts at a time, partnering with each over a 30-day engagement through account research, meetings, and follow-up.
• Passionate about provider success and enjoy understanding practices’ goals and challenges to help drive feature adoption, utilization, and retention
• Curious and quick to learn new products, ideas, and approaches
• Comfortable balancing sales conversations, account management, and collaboration with internal teams
• Energized by proactive outreach and comfortable communicating the value of a meeting, then leading conversations about ways to grow a practice’s Zocdoc partnership

Requirements

• Motivated by a fast-paced, structured environment where you own your activity and results

Data-driven and consultative in your decision-making

• Motivated to build trusted relationships quickly with key stakeholders and decision-makers
• Open to feedback and ready to adapt your sales strategies and processes
• Confident having consultative conversations, influencing others, and handling objections

Strong communication and interpersonal skills

• 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
• 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