Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main clinical contact during and after the go-live phase.

• Offer expertise in glycemic management, best-practice recommendations, and support for workflow integration through check-ins, site visits, and remote sessions.

• Assist customers with onboarding and EMR alignment by utilizing a standardized implementation project plan.

• Provide training through computer-based learning modules, virtual sessions, and in-person education.

• Keep up-to-date with product releases and updates.

• Track account health, utilization, and outcome metrics.

• Lead Quarterly Business Reviews and stakeholder check-ins.

• Identify potential risks to customer objectives and coordinate cross-functional plans to mitigate these risks.

• Develop and implement customer success plans that focus on utilization targets, adoption barriers, and clinical optimization opportunities.

• Collaborate with Partner Growth and Sales teams to assist with contract renewals and discover expansion opportunities.

• Record customer issues in the CRM system and facilitate resolutions across Clinical, Product, Analytics, and Customer Support teams.

• Relay product feedback and enhancement requests to the Product Team and Clinical Review Committee.

• Expand Glytec’s network of referenceable customers through conferences, research studies, reference calls, and webinars.

• Report to the Director of Clinical Success.

⛳️ Requirements

• Must be legally authorized to work in the United States for any employer.

• Registered Nurse (RN) licensure with a minimum of 2 years of direct clinical nursing experience.

• Over 8 years of experience in Customer Success, Account Management, or Client Services, preferably in B2B SaaS or healthcare technology.

• Possess working knowledge of glycemic management and best practices for subcutaneous insulin therapy.

• Familiarity with EHR systems and clinical workflows, including order sets and documentation processes related to insulin management.

• Proven experience in guiding clinical and operational staff in adopting new technology or clinical workflows.

• Experience in providing clinical recommendations and education to physicians, nurses, and care teams in a consultative environment.

• Background in developing and delivering training in various formats: in-person, virtual, and self-paced.

• Proficient in CRM systems (e.g., Salesforce), Excel, and PowerPoint.

• Comfortable working with utilization and outcome data and dashboards.

• Demonstrated ability to manage a portfolio of accounts with competing deadlines.

• Strong presentation and facilitation skills suited for clinical and executive audiences.

• Experience working collaboratively with clinical, IT, and administrative teams.

• Ability to work independently while ensuring high levels of client engagement and professionalism.

• Bachelor’s degree or equivalent professional experience.

• Willingness to travel domestically up to 50%, including occasional nights and weekends as required.

• Nice to have: Background in diabetes care or chronic condition management programs.

• Nice to have: CDCES or equivalent clinical certification.

🏝️ Benefits

• Travel up to 50% for hospital site visits, implementations, go-live support, and visits to the Glytec office.

• Occasional nights and weekends as necessary.