Client Success Manager, Enterprise Sales

Job description

**Our Mission** You call. You wait. You call again. In every other part of your life, you book in seconds. In healthcare, you’re blocked. We’re here to give power to the patient. For nearly 20 years, we’ve built the leading healthcare marketplace - helping tens of millions of people find and book the care they need. Now, we’re going further: building our infrastructure beyond Zocdoc’s marketplace topower access to care wherever patients search, from provider websites and insurance directories to search engines, AI platforms, and more. Healthcare still lacks something every other major consumer industry takes for granted: a seamless way to go from *seeking* to *getting*. We don’t want to own the front door to care; there isn't one. We want to make sure all of those doors open when patients are knocking. Fixing healthcare starts with fixing access to it. And we're still just getting started. **Your Impact on our Mission** Enterprise Customer Success Managers empower providers to maximize the value of Zocdoc and play a critical role in advancing some of our most important customer relationships. In this role, you will own the day-to-day success of a portfolio of complex healthcare organizations, serving as a trusted advisor while balancing strategic partnership, commercial outcomes, and operational execution. 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. **You’ll enjoy this role if you are…** - Commercially minded. You understand your customers’ businesses, identify opportunities to create greater value, and are comfortable influencing customers toward actions that drive stronger outcomes - Excellent at prioritization. You can manage a high volume of competing priorities and make thoughtful decisions about where your time and attention will have the greatest business impact - Comfortable operating at scale. You know how to deliver a strong customer experience across a large and varied portfolio without treating every account or request the same - Intellectually curious. You dig into data, ask thoughtful questions, and look for patterns that can help your customers and Zocdoc operate more effectively A courageous communicator. You are comfortable having direct conversations, challenging assumptions, and using data to build conviction and influence decision-making - Hungry for collaboration. You understand that customer success is a team sport and take ownership of bringing together the right people — both from our clients and from Zocdoc — to drive results **Your day-to-day is…** - Owning the day-to-day relationship and success of a portfolio of healthcare customers, balancing proactive engagement with a high volume of evolving account needs - Using performance data and customer insights to identify opportunities, develop recommendations, and influence customers toward actions that improve adoption, utilization, and return on investment - Managing the commercial health of your accounts by understanding each customer’s business, identifying opportunities to deepen the partnership, and driving toward shared goals - Leading customer conversations around new products, capabilities, and strategic initiatives, translating Zocdoc’s evolving vision into a compelling story for your customers - Partnering across sales, support, technical services, product, and other teams to solve complex customer challenges and ensure the right resources are focused on the highest-impact opportunities - Looking across your portfolio to identify trends, prioritize business impact, and develop scalable approaches that improve outcomes for both customers and Zocdoc **You’ll be successful in this role if you have…** - Relationship and account management experience. You have 2–4+ years of professional experience in customer success, account management, or another client-facing role where you owned ongoing customer relationships - Experience managing complexity at scale. You have successfully managed a sizable book of business or a high volume of customers, projects, or competing priorities simultaneously - Strong commercial skills. You can connect customer needs to business outcomes, recognize opportunities to create additional value, and influence customers toward action - Strong analytical and communication skills. You are comfortable interpreting data, developing a clear point of view, and communicating recommendations confidently to customers - Excellent judgment and prioritization. You can distinguish between what is urgent and what is important and consistently focus your effort on the work with the greatest potential impact - High ownership. You take responsibility for moving work forward, navigating ambiguity, and coordinating across teams rather than waiting for someone else to solve the problem - A creative eye for how to do things better. You identify opportunities to improve both the customer experience and the way we operate internally - An appetite for continuous learning. You actively seek feedback and coaching and are motivated by opportunities to continue developing your craft - Adaptability. Our customers are evolving and so are we. You are comfortable navigating change, learning new ways of working, and helping customers do the same **Benefits:** - Flexible, hybrid work environment at our convenient Soho location - Unlimited Vacation - 100% paid employee health benefit options (including medical, dental, and vision) - Commuter Benefits - 401(k) with employer funded match - Corporate wellness program with Wellhub - Sabbatical leave (for employees with 5+ years of service) - Competitive paid parental leave and fertility/family planning reimbursement - Cell phone reimbursement - Catered lunch everyday along with beverages and snacks - Employee Resource Groups and ZocClubs to promote shared community and belonging - Great Place to Work Certified Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details. NYC Base Salary Range $85,000—$115,000 USD **About us**Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our [six core values](https://www.zocdoc.com/about/careers-list/). Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish. Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - *Together, Not Alone*, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws. [Job Applicant Privacy Notice](https://zocdocstatic.wpengine.com/wp-content/uploads/2023/02/ZocDoc-Applicant-CPRA-Notice-Final-2-28-23-.pdf)