Customer Success Manager

| Greater Boston Area

BHE is one of most significant voices in healthcare analytics. With over two decades of experience, BHE provides novel solutions to allow the world’s largest life science companies, health plans and provider groups to better understand the clinical outcomes and value of various patient care strategies. BHE’s market-leading Instant Health Data (“IHD”) platform transforms the way analysts from diverse disciplines answer complex and critical questions and make insightful predictions. We are currently seeking an exceptional Customer Success Manager to ensure our clients have a positive experience, from onboarding and throughout their long-term interaction with our company. The right candidate will have a proven track record of developing and maintaining SaaS customer relationships and will focus on servicing IHD customers. This position is full-time in our downtown Boston office (remote candidates not considered).


Essential responsibilities include:

  • Serve as the primary point of contact for assigned customers.
  • Responsible for day-to-day internal and external action items in support of assigned customers, including training coordination/scheduling, scheduling and conducting effective customer check-ins with proper planning and follow-up, and working with internal teams to resolve outstanding issues and escalate as needed.
  • Handle customer concerns with confidence, putting them at ease.
  • Gauge customers' levels of engagement with BHE and provide feedback to the other teams regarding product and service improvements.
  • Ensure that all data and customer agreements are current and up-to-date.
  • Contracting coordination with BHE’s legal department.
  • Collaborate closely with the solutions and business development teams to support pilot customers, renewals, and expansion opportunities; proactively identify any customer risks and collaborate with internal teams to remediate and ensure a successful renewal.

Desired Skills and Experience

  • Bachelor’s degree
  • 2+ years customer success or account management experience in a SaaS company working with, and managing, stakeholders and customers
  • Proven track record of working in a customer facing role with strong executive presence and communication abilities
  • Excellent verbal and written communications, presentation and facilitation skills
  • A high level of accuracy and attention to detail is required
  • Exceptional organization skills
  • Willingness to travel (10-15% of the time) as needed
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Location

BHE is located in the heart of Boston's Financial District. Just a short walk from various MBTA stops, the office allows for an easy commute.

An Insider's view of BHE

How does your team reward individual success?

BHE rewards individual success with fair promotions and increased responsibilities. I started as a Data Engineer but quickly transitioned to a Software Engineer. As I became more comfortable with our software stack, I started taking on bigger challenges with less oversight. Later, I was promoted to Principal Software Engineer.

Matt Brown

Principal Software Engineer

What's the biggest problem your team is solving?

The biggest problem my team is trying to solve is how to scale customer support that requires a deep content expertise. Users of our analytics platform analyze over 20 data sources and the number of data sources continues to grow. The number of our users is also growing rapidly. So, it’s a challenging problem but a fun and rewarding one.

Catherine

VP of Analytics & Scientific Engagement

What makes someone successful on your team?

We have an incredibly talented team here at BHE who all learn from each other's experiences to evolve the product and infrastructure. To be successful here, you've got to be team-oriented, motivated, and eager to learn. Those with exceptional attention to detail and problem-solving skills are highly valued.

Tom

Director of Data Engineering

What are BHE Perks + Benefits

Culture
Volunteer in local community
BHE participates in one volunteer day every year. Last year, we partnered with Cradles to Crayons.
Friends outside of work
Eat lunch together
Intracompany committees
BHE's Fun Committee plans monthly lunches and quarterly events.
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer FSAs for medical and dependent care expenses.
Disability Insurance
Disability insurance covers 60% of weekly earnings up to $1400.
Dental Benefits
Health Insurance Benefits
We offer employees a choice of an HMO or a PPO plan.
Life Insurance
Life insurance is for $50K.
Retirement & Stock Options Benefits
401(K) Matching
We offer employees a SIMPLE IRA Retirement plan with company matching up to 3%.
Child Care & Parental Leave Benefits
Flexible Work Schedule
BHE provides employees with a reasonably flexible work schedule that includes summer hours and flexible start and end times. Certain teams require set hours.
Vacation & Time Off Benefits
Generous PTO
BHE offers a combined time off policy to be used for vacation, personal, and sick reasons. Additionally, our office is closed between Christmas and New Years.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
BHE offers a pre-tax commuter benefit program.
Company Outings
BHE hosts quarterly company outings ranging from social and volunteer activities. In the past we have done a Hopsters, Kings Bowling, Cradles to Crayons, etc.
Stocked Kitchen
BHE offers free snacks and beverages.
Some Meals Provided
Happy Hours
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
BHE hosts lunch and learn events.
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