Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take charge of the strategic relationship, value realization, retention, renewal, and expansion of a portfolio of TJM Labs clients.

• Align stakeholders around success metrics and anticipated outcomes.

• Establish connections across customer organizations and lead strategic discussions and business reviews.

• Link TJM's performance to quantifiable business results.

• Keep track of customer priorities, health, risks, and opportunities.

• Manage significant escalations and coordinate internal responses.

• Comprehend automated workflows and their intended outcomes for the business.

• Assess bot performance, usage, exceptions, and operational metrics.

• Detect trends, underperformance, remaining manual tasks, and changes in workflows.

• Collaborate with technical teams to prioritize opportunities for automation tuning.

• Develop renewal strategies, identify risks early, and lead renewals to successful completion.

• Maintain precise forecasts for renewals and expansions.

• Identify and cultivate expansion opportunities across workflows, locations, teams, and business units.

• Create business cases for expansion using customer priorities, performance metrics, and operational data.

• Simplify technical information for customers and convey business needs to technical teams.

• Advocate for customers internally and provide insights to Product, Engineering, and leadership teams.

• Monitor customer health, recognize churn indicators, formulate action plans for at-risk accounts, and keep account strategies up to date.

• Assist in enhancing Customer Success processes as TJM Labs continues to grow.

⛳️ Requirements

• Over 5 years of experience in B2B SaaS Customer Success, Account Management, or a closely related field.

• Proven track record of managing strategic customer relationships and achieving customer outcomes.

• Direct responsibility for customer retention and renewals.

• Experience in identifying and developing expansion opportunities.

• Background in a startup or rapidly evolving SaaS company with developing processes.

• Strong technical curiosity and the capability to quickly learn complex software.

• Effective communication skills with both customers and engineering teams, translating technical outcomes into business impacts.

• An analytical, data-driven mindset focused on performance, value, and opportunities.

• Executive presence and ease in engaging with operational users and senior leaders, including pharmacists, CEOs, COOs, and CFOs.

• Outstanding communication, organization, follow-through, and comfort in handling escalations and challenging conversations.

• A proactive approach; you don’t wait for customers to point out opportunities or issues.

• Ability to discern what a customer is requesting versus the underlying problem they aim to solve.

🏝️ Benefits

• Remote-first work environment.

• Paid time off.

• 401(k) with company matching contributions.

• Health plan.

• The opportunity to work at the intersection of healthcare, pharmacy, and AI.

• Significant ownership of customer retention, growth, and outcomes.