Customer Success Manager, Growth

AcuityMD•Boston, MA

7d•Remote

About The Position

AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary, and identify opportunities where physicians can better serve their patients. Customer Success Managers are trusted advisors to key stakeholders at our accounts, delivering strategic insights to drive their business initiatives. Additionally, this role will be primarily responsible for guiding users and organizations through ongoing platform adoption and value recognition. Customer Success Managers are successful by developing deep and personal relationships with our user base, driving user adoption Team Mission We are building a best-in-class Commercial Team and establishing a repeatable go-to-market motion. We are hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals to thoughtfully engage VPs, General Managers, and other corporate decision makers across the Medical Device Industry. Our Commercial Team takes a proactive, consultative, and high-touch approach when working with customers, investing heavily in pre-sales through onboarding and training to ensure customers are on the road to success from Day 1. We strongly encourage people of all backgrounds to apply.

Requirements

You have deep experience in Customer Success for Enterprise SaaS and/or in the Medical Technology industry.
You’re able to develop close personal relationships with customers and colleagues through empathy and deep curiosity.
You have the eagerness to learn and dig deep into technical aspects of the platform.
You are a patient and active listener.
You’re proactive and self-driven, and bring infectious energy and resiliency.
You are an excellent verbal and written communicator (email & PPT).
You’re highly organized with ability to multi-task and prioritize different assignments.
You are comfortable with change (tooling, processes, etc)
You must have an eligible work permit in the USA to be considered for this position.

Nice To Haves

Analytical background with experience with data platforms like Amplitude, Looker, Omni etc or other similar platforms.
Experience using a customer success platform (Gainsight, Planhat, Vitaly, etc). Especially if you have experience configuring and performing back end administrative work.

Responsibilities

Effectively manage a large book of business across many different account specialties and unique product configurations/use-cases.
Ensure high user-adoption through effective executive sponsorship, change management, and best practice guidance.
Lead Executive Business Reviews with client executives to communicate value provided by AcuityMD and to provide strategic suggestions on how to achieve their goals.
Generate contract renewals by ensuring customers view AcuityMD as critical to their sales process long-term.
Identify and illuminate customer success stories and examples of AcuityMD ROI
Partner with Account Executives to build growth strategies for your book of business and work with them to secure successful renewals and expansions.
Regularly monitor account health and adoption to find new opportunities to help customers acquire maximum value from AcuityMD.
Develop strategies to quickly mitigate account risk and ensure customers remain committed to AcuityMD.

Benefits

Ground floor opportunity: Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
Flexible PTO: Generous time off and flexible hours give you the freedom to do your best work.
Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents.
Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.
Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.

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