Client Success Manager

About Ash:

Ash is a B2B platform that empowers clients such as payors, digital health companies, and public health departments to initiate and oversee white-labeled at-home testing programs. Ash believes that by bringing testing to wherever is most convenient for patients, it helps eliminate social and structural barriers, thereby enhancing the inclusivity and accessibility of healthcare.

Ash is a venture-backed Series A company that has raised $15M to date, with a clear pathway to profitability. In the last fiscal year, Ash increased its revenue by over 100% and is now seeking new team members who have experience in developing and scaling startups. As a fast-paced tech startup, we value employees who can take ownership of projects, pivot easily, and iterate until they achieve success. As healthcare enthusiasts, our employee culture prioritizes assisting others—our clients, their patients, and each other!

This is an in-person role out of our New York office, with flexibility for some remote work.

About the Role:

Ash is looking for a Client Success Manager to oversee key client accounts, including digital health companies, payors, public health organizations, universities, health providers, etc. Working closely with our sales team, the client success manager will engage clients during the full lifecycle, from initial onboarding through renewal and expansion. This person will become a subject matter expert in all things Ash and our clients, helping their accounts to navigate our platform and adopt the best possible solution for their program. The client success manager will serve as the day-to-day contact for clients as well as the internal advocate, helping to shape our product around client needs and requests. They will also be responsible for regular reporting to the broader team, assessing the general health of our clients, identifying opportunities for growth or expansion and developing action plans for any clients at-risk of churn.

Responsibilities:

• Oversee the full client lifecycle. Understand client’s goals/KPIs and how Ash can help them achieve success.
• Serve as day-to-day contact for client accounts. Work internally and externally to pull in the right resources to resolve issues and explore new opportunities.
• Become a subject matter expert in the Ash at-home testing experience. Act as a trusted advisor for our clients to help identify and implement the right Ash solutions.
• Advocate for our clients. Relay client feedback and drive product development, providing recommendations for enhancements where appropriate.
• Collaborate with sales on renewal process to ensure client accounts are thriving and potential upsell or expansion opportunities and identified and engaged.
• Perform biweekly, monthly and quarterly client health reporting to identify and reduce risk for churn. Lead cross-team discussions and form action plans for at-risk clients.
• Own client onboarding process. Complete comprehensive spec gathering during final stages of the sales process and liaise with product and operations teams to meet expectations.
• Manage client communications through regular check-ins, both email and phone, ensuring all client communication is precise and timely.
• Create and maintain client documents using CRM. Ensure all relevant client data is captured and updated weekly within CRM.
• Contribute to the scalability of the customer success team through documentation and process optimization

Qualities / Requirements:

• 2-5 years of account management and/or customer success/service experience.
• Comfortable and competent interfacing directly with clients. Personable and enthusiastic, while maintaining professionalism and building trust.
• Nimble workstyle with ability to move between clients and project seamlessly, while meeting deadlines.
• Strong prioritization and delegation skills. Ability to juggle multiple clients and projects, while meeting deadlines.
• Tech-savvy and comfortable in a role that combines elements of multiple disciplines (customer success, technology, account management, project management, etc.)
• Organized and detail-oriented with ability to effectively manage and prioritize multiple projects or work streams at once. Project management experience preferred.
• Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.
• You are based in NYC or willing to relocate, and can be in the office at least 3 days a week.
• Demonstrated ability to work both collaboratively and independently with minimal supervision.

What We Offer:

• The opportunity to join a mission driven team and play a crucial role in shaping the future of the company.
• Inclusive and transparent social culture. Challenging work, fast learning cycles, practical training, and meaningful feedback. We want to learn from every member of the team and bring fresh ideas to the table every day.
• Flexible working environment with unlimited vacation time and company provided team lunches.
• Competitive pay, full health benefits (medical, dental, vision), stock options

Commitment to Diversity, Equity and Inclusion

Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems in making healthcare more accessible and inclusive. We need a diverse team that can bring different perspectives and approaches, and whose experiences reflect the full set of stakeholders we seek to serve. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.