We're So Glad You're Here!
OTE: $70K-$80K | $60k-$70k base salary, $10k bonus
At D2C, we're passionate about creating exceptional experiences, for our customers and our team. We're looking for a Customer Success Manager who loves building relationships, solving problems, and helping customers get the most out of the products they use.
This is a role for someone who enjoys wearing multiple hats, thrives in a fast-paced environment, and takes initiative. If you're energized by helping customers achieve meaningful outcomes while partnering cross-functionally to deliver an exceptional experience, we'd love to meet you.
What You'll Do
Own the Customer Journey
- Manage a portfolio of customer accounts from implementation through renewal.
- Serve as the primary point of contact for customer questions, requests, and ongoing account management.
- Build trusted relationships with key stakeholders and become a strategic partner to your customers.
- Lead onboarding, implementation, product training, and adoption efforts to ensure long-term success.
- Conduct regular customer check-ins, business reviews, and strategic planning conversations.
- Monitor customer health, engagement, and product utilization to proactively identify opportunities and risks.
- Develop success plans for at-risk customers and collaborate internally to improve outcomes.
Drive Retention & Growth
- Manage the end-to-end renewal process, including timelines, quotes, and customer communication.
- Partner with Sales and leadership on complex renewal conversations and negotiations.
Solve Problems & Advocate for Customers
- Troubleshoot customer questions and coordinate with internal teams to drive timely resolutions.
- Partner with Product, Support, Clinical, and other teams to advocate for customer needs.
- Own customer communication throughout escalations until issues are resolved.
Keep Things Running Smoothly
- Successfully manage multiple customer accounts with varying levels of complexity.
- Prioritize competing demands while maintaining responsiveness and organization.
- Identify opportunities to improve internal processes and the overall customer experience.
What We're Looking For
Required Qualifications
- Bilingual preferred
- Bachelor's degree or equivalent professional experience.
- 3+ years of experience in Customer Success, Account Management, Client Services, Customer Experience, or another customer-facing role.
- Experience managing multiple customer accounts simultaneously.
- Experience working within a CRM (HubSpot experience is a plus).
- Excellent verbal and written communication skills.
- Comfortable leading customer meetings, presentations, and training sessions.
- Strong problem-solving, organizational, and prioritization skills.
- Comfortable learning new technology and troubleshooting customer issues.
You'll Thrive Here If You Are...
- A relationship builder who earns trust quickly.
- Highly organized and able to juggle multiple priorities.
- Proactive—you identify problems before they become issues.
- A collaborative teammate who enjoys working across departments.
- Curious, coachable, and committed to continuous improvement.
- Comfortable using customer data and insights to guide decisions.
- Someone who takes ownership and follows through.
Technology You'll Use
- HubSpot
- Microsoft Suite
- Notion
- MyClinic Healthcare Backoffice
What Success Looks Like
- Build trusted, long-term customer relationships.
- Drive successful onboarding and product adoption.
- Maintain a healthy, engaged customer portfolio.
- Consistently achieve strong customer retention and renewal outcomes.
- Balance multiple priorities while delivering an exceptional customer experience.
- Collaborate effectively across teams.
- Take ownership and continuously look for ways to improve.
Why You'll Love Working Here
- 💰 Competitive salary
- 🏡 Hybrid work schedule with in-office collaboration every Tuesday and Thursday in our beautiful Scottsdale office
- ☀️ Remote Summers — we go fully remote from June through September
- 🩺 Comprehensive health, dental, and vision insurance
- 🚀 Opportunity to make a meaningful impact at a growing, customer-focused company
- 🤝 Collaborative, supportive team that values ownership, initiative, and continuous learning
- 📈 Career growth opportunities as we continue to scale
If you're passionate about helping customers succeed and want to join a team where your work truly makes an impact, we'd love to hear from you.