Client Success Associate

Client Success Associate

Sage is on a mission to improve care and quality of life for older adults, starting with those residing in senior living facilities. Falls are the leading cause of injury-related death among adults over 65. And yet, fall prevention and emergency response systems for older adults are archaic and ineffective. At Sage we've built a more modern way of understanding when older adults need help, including methods for residents to alert caregivers when in need of help, and corresponding software for caregivers to triage response. Our company mission is to create a product that our client counterparts love, and this role is a key part of that objective.

Sage is a small, tight team of ambitious, multi-disciplinary entrepreneurs. We are a software-enabled, mission-driven company, and are focused only on the problems that are central to achieving that mission. At Sage, we work hard and fast but also know that to build a truly important company, we need to treat our work as a marathon, and not a sprint. The journey matters.

About this Role

As part of our Client Success team, you'll play a critical role in supporting and nurturing the adoption of Sage among our end user community. You'll use data to identify key trends, challenges, and opportunities, working closely with clients to foster a positive user experience and ensure our product helps them achieve their goals.

We're seeking a Client Success Associate who is passionate about user engagement and data analysis. In this role, you will focus on driving the adoption of both the Sage Care App and our Analytics product. Your responsibilities will include providing proactive support, monitoring user engagement, and using data-driven insights to help communities maximize the value of Sage. You'll work closely with community management to build relationships, encourage best practices, and enable action upon data-driven recommendations to support their operational efficiency.

This is a dynamic, fast-paced, and data-focused role ideal for someone who is both customer-oriented and comfortable working with metrics and analytics to improve client outcomes.

Responsibilities

• Client Management:
  • Act as a primary point of contact for clients at the community level; regularly checking in with community leadership to ensure they are satisfied with the product and offer support or training as needed.
  • Surface identified Sage super-users/champions to the Community and Marketing teams for potential involvement in various campaigns, webinars, training sessions, etc.
  • Identify at-risk communities and work proactively to address potential issues that could lead to churn or disengagement.
• Data-Driven Value Creation & ROI Realization:
  • Ensure communities achieve measurable ROI by leveraging Sage data to make operational decisions.
  • Surface opportunities for communities to increase care revenue, reduce liability, and improve operational efficiencies, and ensure action is taken on such recommendations.
  • Train community management on the Sage Analytics platform, ensuring adoption and understanding of how to leverage the data to support their overall operations.
  • Proactively reach out to communities based on usage data to provide assistance, share best practices, or resolve any challenges preventing full product adoption.
• Engagement and Adoption:
  • Drive user engagement and product adoption within client communities by building strong, trust-based relationships with users.
  • Monitor app usage patterns and identify areas where clients can improve their engagement with the platform.
  • Use data and client feedback to deliver personalized recommendations that increase adoption and ensure clients are realizing the full potential of the product.
• Cross-Functional Collaboration:
  • Work closely with the broader Client Success team, Product, and Support teams to relay customer feedback, product challenges, and feature requests.
  • Share valuable insights and best practices with internal teams to enhance overall customer experience and improve the onboarding process.

Minimum Qualifications

• 2-4 years of experience in a customer-facing role (Customer Success,