Customer Success Manager

About the role

We are seeking a Customer Success Manager to join our dynamic team. You will operate with autonomy, own your book of business, engage with deep curiosity, and work cross-functionally to drive customer success.

Responsibilities

• Independently manage complex, high-value accounts, owning relationships from end users to C-suite executives
• Bring solutions and strategic ideas to the table, driving account success without waiting for direction
• Drive the complete post-sales lifecycle for your accounts from kickoff through renewal and expansion
• Continuously seek to understand your customers' businesses, industries, and goals at a granular level
• Leverage deep industry expertise and knowledge of the client to challenge their thinking, develop transformative commercial strategies with decision-makers, and orchestrate multi-stakeholder programs
• Drive alignment across Product, Engineering, and Sales to deliver exceptional customer outcomes
• Inform MedScout’s roadmap & POV by capturing and synthesizing customer insights from every interaction (backed by AI tools)

Requirements

• 5+ years of customer success or strategic account management experience
• Experience within the medical device/diagnostics or healthcare technology space
• Proven track record of independently managing $1M+ books of business with strong net retention
• Experience presenting to and influencing C-suite executives or decision makers
• Strong analytical skills with ability to connect usage data to business outcomes
• History of identifying and closing expansion opportunities without sales support
• Excellence in managing complex objections and competitive situations

Qualifications

• Proven track record of independently managing $1M+ books of business with strong net retention
• Experience presenting to and influencing C-suite executives or decision makers
• Strong analytical skills with ability to connect usage data to business outcomes
• History of identifying and closing expansion opportunities without sales support
• Excellence in managing complex objections and competitive situations

Skills

• Strategic thinking and problem-solving
• Customer relationship management
• Account management
• Collaboration and teamwork
• Communication and presentation skills

Benefits

• Competitive salary
• $500 home office setup budget
• Additional perks for wellness and personal growth
• Full coverage healthcare and retirement benefits
• Remote-first culture with quarterly on-site meetings
• Learning and development budget

Pay

Competitive salary that reflects your experience and what you can bring to the table.

Schedule

Remote first culture with quarterly on-site meetings.

What can you expect from us?

• A competitive salary that reflects your experience and what you can bring to the table
• $500 home office setup budget
• Additional perks for wellness and personal growth
• Full coverage healthcare and retirement benefits
• Remote-first culture with quarterly on-site meetings
• Learning and development budget

How We'll Evaluate You

• Meeting and exceeding NRR targets within your book of business
• Your customers adopting MedScout to support their commercial strategies
• Actively contributing to our Voice of Customer motions
• Clients looking to you as a “GTM consultant” that deeply understands their business and can bring measurable value
• Your engagement on calls and emails with customers constantly raising the bar for what it means to be a strategic partner
• Your customers being engaged and referenceable
• Following internal playbooks and processes (and contributing to where we can improve them)

Core Values

• Effort on our inputs: Prepare diligently, leave it all on the "field", and move on quickly
• Earn Trust: Keep our commitments, listen attentively, speak candidly, and treat others respectfully
• We are a Learning Organization: Prioritize focus, decisive experimentation, rapid learning, and iteration

Interview Process

• Intro call with our Head of People
• 60-minute Zoom call with our Head of Customer Success
• Case Study with a mock Discovery session
• 45-minute Zoom call with three (3) current Customer Success Managers
• Values-based interview with 3 members of the MedScout team
• Offer components presented to you in writing
• Three (3) Reference Calls
• Formal offer presented for your consideration