Customer Success Manager, SMB

Your impact on our mission

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.

You’ll enjoy this role if you are…

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

Your day-to-day is...

• 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

You’ll be successful in this role if you have…

• Strong communication and interpersonal skills
• 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
• 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

Benefits:

• Flexible, hybrid work environment at our convenient Soho location
• Competitive PTO
• 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