Customer Success Manager

Outset Medical is seeking a strategic Customer Success Manager to join their team and drive adoption, engagement, and long-term customer value. The Customer Success Manager will manage a segment of strategic accounts and collaborate with the Customer Success Strategy and Operations team to develop playbooks and best practices. They will be responsible for nurturing customer relationships, resolving issues, monitoring performance metrics, and providing input on customer success strategy. The ideal candidate should have a strong background in customer success, account management, or strategic consulting, with a proven track record of exceeding customer satisfaction and growth targets.

• Own and cross-functionally drive customer relationships and the delivery of success plans for strategic customers
• Be a customer advocate and involve appropriate team members to help resolve any customer issues and escalations
• Communicate effectively with internal and external project teams and management to understand customer needs, identify risks and solutions, and drive customer satisfaction
• Monitor, report, and drive key customer performance metrics
• Perform project management duties such as defining schedules and resources, outlining meeting agendas, facilitating meetings, and tracking action items
• Provide input on Customer Success strategy and operational infrastructure investments
• Maintain a detailed understanding of Outset Tablo console and ancillary products and services, assist customers with questions, and craft strategy recommendations for their needs
• Support Customer Success scale by identifying root causes of customer issues and support the creation of best practices and process improvements
• Partner closely with the Sales and Treatment Success teams to drive adoption, expansion, and service contract renewals
• Contribute to building a culture of doing the right things for customers

• 7-10 years' work experience with Customer Success, account management, or strategic consulting
• Proven record in crafting and executing customer facing strategic plans
• Demonstrated ability to exceed customer satisfaction, retention, and growth targets
• BA/BS or equivalent experience
• Experience in a high-volume customer service environment, technical support center operations, and clinical or operational workflow consulting
• Medical Device background and experience in a subscription revenue environment
• Proficiency using analytical tools, such as Excel or Tableau, to develop customer facing reports and recommendations
• Proficient hands-on knowledge of Salesforce and a Customer Success Management tool (i.e, Gainsight, Churnzero)
• Executive-level communication and interpersonal skills
• Ability to effectively navigate and mediate conflict, foster honest dialogue, and drive decision making
• High degree of intellectual curiosity and ability to absorb new concepts quickly
• Highly entrepreneurial and able to operate independently with minimum supervision
• Travel requirements 10-15%

• Medical
• Dental
• Vision
• EAP/Mental Health
• Life Insurance/AD&D
• Short/Long Term Disability
• FSA (Dependent & Healthcare)
• HSA w/ Employer contribution
• Commuter Benefits
• 401K w/ company match
• ESPP
• Fertility benefits
• Wellness initiatives
• Legal Assistance
• Pet insurance
• Financial Advisement & Wellbeing
• Tuition Reimbursement
• Student Loan Payback
• Employee discounts
• Professional Development/Learning
• Collaboration Days (lunch onsite)
• Happy Hours/Karaoke
• PTO/Sick time
• Holidays + Volunteer Day