Customer Success Manager - DS Smart

Position Summary:     

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Customer Success Generalist - DS Smart position, you’ll support the full customer lifecycle for smaller corporate customers, including onboarding, adoption, reporting, and retention. You’ll develop deep product knowledge while supporting cross-functional customer success efforts and helping deliver a seamless experience across the DS Smart platform. This role is ideal for a tech-forward, collaborative, and value-driven customer success Partner who embraces emerging technology to improve customer outcomes, team workflows, and DS Smart growth.

Skills Needed:

• Provides Customer Value – Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.
• Solves Problems – Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.
• Communicates Effectively – Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.
• Learns Quickly – Rapidly absorbs and applies new information and skills and enjoys new challenges. Innovates and experiments to solve problems, reflecting on both successes and failures for growth. Is a naturally curious and adaptable learner.
• Demonstrates comfort with emerging technology, evolving environments, and continuous process improvement.
• Builds strong cross-functional relationships while balancing customer, vendor, and business priorities effectively.
• Uses strong organization, attention to detail, and follow-through to manage multiple priorities and deliver a seamless customer experience.

What You’ll Do and Impact:

• Guide customers through onboarding and DS Smart setup, ensuring a positive and seamless experience
• Provide responsive post-sale support, including app walkthroughs, troubleshooting, usage guidance, and customer follow-through
• Deliver user training and product education focused on successful adoption and measurable customer value
• Monitor usage and engagement metrics to identify risks, uncover optimization opportunities, and surface expansion signals
• Support implementation, expansion, and retention efforts for corporate customers under 75 buildings
• Contribute to team success through documentation, knowledge sharing, process improvement, and leading by example

Experience:

• Bachelor’s degree in Business, Communications, or related field
• Internship, customer-facing, or customer support experience preferred
• Strong interest in building a career in Customer Success, SaaS, or technology-enabled customer strategy
• Ability to travel by car and/or plane up to 10%

Additional Items of Interest:

• Familiarity with SaaS platforms, connected devices, or AI-enabled productivity tools is a plus
• Experience with CRM systems or customer analytics tools such as Totango is beneficial