Customer Success Manager (SMB)

• 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
• 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

Benefits

• 100% paid employee health benefit options
• Vacation and parental leave packages
• Lunch and snacks on us (in-office)
• Cell phone reimbursement
• Corporate wellness programs with Headspace and Peloton
• Employer funded 401(k) match

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