DescriptionAbout the Role:The Customer Success Manager serves as an advocate and the primary point of contact for a portfolio of accounts, ensuring customers are fully engaged and deriving maximum value from our solutions. In this role, you'll guide clients through the entire customer journey-from onboarding to ongoing support to renewal-not only providing exceptional service, but identifying opportunities to expand and provide even greater ROI for our clients.
You'll be responsible for driving the adoption of our software, helping to resolve issues, and proactively promoting new features and best practices to maximize customer success and usage of our solution. As the day-to-day contact for your accounts, you will build strong relationships and ensure that each customer is receiving maximum value from our solution. Additionally, you'll collaborate closely with our Product and R&D teams, acting as the voice of the customer to provide feedback and drive continuous improvement.
This hands-on role is perfect for someone passionate about commercially focused customer success and eager to make a direct impact by ensuring customers are satisfied and successful with TailorMed's solutions.
Responsibilities:- Become a trusted advisor to customers, key stakeholders, and executive sponsors
- Collaborate with TailorMed's commercial team to identify growth opportunities, supporting account renewals and expansions
- Define, measure, and communicate ROI for our customers, throughout the customer lifecycle
- Lead QBRs and EBRs on a regular basis, and accurately reflect to customers their means to success while calling out any red flags
- Handle commercial items such as renewals, churn prevention, and expansion opportunities
- Be the product expert, advising customers on use cases and product functionality
- Simplify and project manage any customer issues to ensure clarity and progress towards both short- and long-term solutions
- Coordinate various cross-functional teams at TailorMed and throughout the ecosystem, to ensure customers get what they need to connect their applications, data, and devices, and receive an excellent and consistent customer experience, all the time, every time
- Represent the voice of the customer to our Product and R&D teams to help them innovate new features and improvements
- Keep current on new product releases and continuously educate your customers on how new features can benefit their business
RequirementsRequirements:
- 5+ years of customer success or account management experience in a high-growth B2B SaaS environment; experience in the healthcare space is ideal
- Experience with transformation or program management at an organization-wide level
- Demonstrated ability to help customers use products effectively and increase their satisfaction, and a passion for providing excellent customer service
- Comfortable communicating and managing relationships with different levels of stakeholders
- Experience successfully navigating renewals with complex customers
- Successfully identifying expansion opportunities that led to account growth
- Analytical, strategic thinker and a proactive problem solver
- Polished verbal and written communication skills
- Technical understanding to credibly partner with IT organizations
- Track record of performance and a growth mindset
- Ability to influence action within and outside of your own team
- Ability to drive change within our customers' and internal organizations
- Deliver on unique initiatives or critical business issues within complex environments
- Ability to travel approximately 20% of the time
- Bachelor's Degree
What We Offer- Competitive salary + equity
- Premium medical, dental, and vision insurance plans, a wide range of voluntary and supplemental benefits, and 24/7 benefits access and support - all effective from your first day of work
- 401(k) plan with a 4% employer match
- Paid holidays, vacation, and sick leave
- Six weeks of paid parental leave
- Company-paid life insurance
- New MacBook, plus all of the equipment and technology you'll need to be successful in your role
