Customer Success Manager

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

📋 Description

• Act as an advocate and main point of contact for a designated portfolio of accounts

• Assist clients with onboarding, continuous support, and renewal processes

• Recognize opportunities to enhance and deliver greater ROI for clients

• Promote the adoption of TailorMed’s software solutions

• Address issues and advocate for new features and best practices

• Foster strong customer relationships to ensure maximum value delivery

• Work alongside Product and R&D teams to represent the voice of the customer

• Establish yourself as a trusted advisor to customers, key stakeholders, and executive sponsors

• Partner with the commercial team on growth initiatives, renewals, and expansions

• Define, assess, and communicate customer ROI throughout their lifecycle

• Conduct regular QBRs and EBRs while identifying potential red flags

• Manage renewals, prevent churn, and explore expansion opportunities

• Provide guidance to customers regarding use cases and product functionalities

• Oversee project management of customer issues toward both short- and long-term solutions

• Coordinate cross-functional teams to integrate customer applications, data, and devices

• Advocate for customer feedback to the Product and R&D teams

• Stay updated on product releases and inform customers about new features

⛳️ Requirements

• 5+ years of experience in customer success or account management within a high-growth B2B SaaS environment

• Ideal candidates will have experience in the healthcare sector

• Experience with transformation or program management at an organization-wide scale

• Proven ability to assist customers in effectively utilizing products and enhancing their satisfaction

• Strong passion for delivering exceptional customer service

• Comfortable in communicating and managing relationships with various levels of stakeholders

• Proven success in navigating renewals with complex customer accounts

• Demonstrated capability in identifying expansion opportunities leading to account growth

• Analytical and strategic thinker with a proactive approach to problem-solving

• Excellent verbal and written communication skills

• Technical acumen to effectively collaborate with IT organizations

• Proven track record of performance and a growth-oriented mindset

• Ability to influence actions both within and outside your own team

• Capacity to drive changes within customers’ and internal organizations

• Proficiency in delivering on unique initiatives or critical business challenges within complex settings

• Willingness to travel approximately 20% of the time

• Bachelor’s Degree

🏝️ Benefits

• Competitive salary plus equity

• Comprehensive medical, dental, and vision insurance plans

• A broad selection of voluntary and supplemental benefits

• 24/7 access to benefits and support from your first day of employment

• 401(k) plan featuring a 4% employer match

• Paid holidays, vacation, and sick leave

• Six weeks of paid parental leave

• Company-sponsored life insurance

• New MacBook along with all necessary equipment and technology for success