Customer Success Manager, SMB

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 to power 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

Customer Success Managers are the driving force in helping existing Zocdoc providers maximize their performance and experience on the Zocdoc platform. Our goal is to make each practice more successful by understanding the practice goals, upselling additional products and features, offering solutions to drive booking volume and improving overall practice performance. A successful candidate will be an expert in the Zocdoc product, and be able to navigate complex practice operations to re-align value and optimize providers’ success on Zocdoc.

You’ll enjoy this role if you are…

• Passionate about ensuring provider satisfaction by conducting client meetings to understand a practice’s goals and pain points in order to drive feature adoption, utilization, and retention
• Personally driven by building fast relationships with key stakeholders and decision makers in order to instill trust to see strong results
• Able to have challenging conversations in order to advise, influence others and handle objections effectively
• Able to balance sales conversations with project management and working with internal stakeholder teams
• Motivated by learning and can quickly grasp and apply new ideas & solutions
• Someone who actively seeks out feedback from sales leadership to adapt and implement improved sales strategies and processes
• Data-driven and consultative in your decision-making

Your day-to-day is...

• Driving practice performance by effectively communicating feature value and handling objections to maintain setup and increase buy-in.
• Leading meetings with providers to deepen their partnership with Zocdoc, including driving patient bookings and new feature adoption.
• Being an expert on all Zocdoc products and making tailored recommendations to practices to improve setup.
• Using effective time management and account prioritization for consistent client outreach.
• Working closely with local sales and other teams across the business to optimize Zocdoc accounts.

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

• Bachelor’s degree or equivalent
• 1-2 years of professional experience in an SDR, business development, customer success or account management role
• Stellar communication and interpersonal skills
• Strong attention to detail, highly organized, and a quick, curious learner
• A high level of problem-solving and issue-resolution skills
• Ability to think on your feet and thrive in a dynamic, start-up environment

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

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 Hourly Pay Range$30.29—$34 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. 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.

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