Customer Success Manager

ABOUT CLIPBOARD Our mission is to uplift as many communities as possible. We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers. This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S. Founded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company https://www.ycombinator.com/topcompanies/ and have been profitable since 2022. We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities. About the Role An indispensable component of Clipboard's marketplace is its healthcare facility customers. The Account Manager ensures the continued success of the partnership between Clipboard and its facility partners, working to deliver an optimal experience at every level of clients’ organizations. The job encompasses being a resource to facilities when issues arise, liaising with corporate level contacts, and keeping abreast of a litany of important business metrics for each facility. Your week will be balanced between high-touch customer engagement and internal account strategy, with a laser focus on Net Revenue Retention (NRR). You are an avid problem-solver, a strategic communicator, and a diligent executor who can navigate complex relationships to sharpen your business acumen. Responsibilities - Manage & Grow Your Portfolio: Own a book of business with full accountability for Net Revenue Retention (NRR). Identify churn risks, mitigate issues, and proactively uncover opportunities for commercial expansion. - Strategic Account Planning: Build and maintain detailed account plans. Forecast performance accurately and provide regular insights to internal leadership regarding pipeline health and account stability. - Drive Executive Value: Establish trust with both clinical and non-clinical executives. Lead Quarterly Business Reviews (QBRs) and strategic meetings to demonstrate value, align on business goals, and negotiate mutually beneficial outcomes. - Operational Excellence: Act as the primary point of contact for complex escalations, ensuring rapid resolution while implementing systemic solutions to prevent recurrence. - Cross-Functional Advocacy: Partner with Product, Legal, and Strategy Operations to represent the voice of the customer, driving product improvements and internal initiatives that optimize the client experience.   Beyond the basics, what will make you successful: - Extreme Ownership: the buck stops with you, no matter what anyone else did or did not do. You're self-reliant, and can get things done in the chaos that is an early-stage startup scaling quickly - Extreme Curiosity: you ask "why" 3-5 times in a row for the same problem, digging and digging and not being satisfied until you truly understand the root cause - Scrappiness: you look for ways through problems and refuse to let obstacles derail your progress. You bring solutions instead of asking ‘what should I do?’ - Fast Paced: You thrive on moving quickly and are highly adaptable to a market that evolves quickly Our Interview Process: 1. Case Study 2. Interview + Customer Call Simulation 3. Executive Interview 4. [Possible] Culture chat with CFO Why a case study first? Since this role is remote and requires a high degree of autonomy, the case study helps us understand how you operate in an asynchronous environment. Specifically, we’re looking at how you interpret written context, navigate ambiguity, and identify opportunities independently.This ensures our first conversation is grounded in your actual work style rather than just a resume walkthrough. Qualifications - Relationship management experience not required but strongly preferred - Excellent verbal and written communication skills - Willingness to try / lack of fear - Bachelor's Degree Benefits: - Do great work that matters for customers who could really use your help - Competitive pay - Unlimited PTO - Fully Remote The range provided is Clipboard's reasonable estimate of the salary for this role. The actual amount may differ based on factors such as experience, knowledge, skills, abilities, and location. This role may also be eligible for discretionary bonuses and/or equity compensation. Quick Note on Scammers: Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here https://forms.gle/SyGaxHFbon7Hg9fW6.