Customer Success Manager

TailorMed

92d

About The Position

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—helping them connect their applications, data, and devices to achieve measurable outcomes. 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 customer success and eager to make a direct impact by ensuring customers are satisfied and successful with TailorMed’s solutions.

Requirements

• 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
• Analytical, strategic thinker and a proactive problem solver
• Polished verbal and written communication skills
• An aptitude for learning and understanding TailorMed’s software solutions and services and their business applications
• 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

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
• Conduct QBRs and EBRs on a regular basis, and accurately reflect to customers their means to success while calling out any red flags
• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees