Customer Success Team Manager (US)

Lunit International•Lynnwood, WA

1d•$110,000 - $125,000•Hybrid

About The Position

From screening to research and development, Lunit is transforming how the world advances cancer detection — boldly, intelligently, and with humanity at the core. We build trusted partnerships with clinicians, health systems, and companies worldwide to deliver validated AI solutions that enhance clinical confidence, accelerate discovery, prioritize precision care — and bring the future of cancer diagnostics within reach. The Customer Success Team Manager will be responsible for the success of a team of talented Customer Success Managers, ensuring that our customers achieve their desired outcomes with our SaaS products while delivering on retention, expansions, and customer satisfaction metrics. By fostering a culture of continuous improvement and driving product adoption and utilization, this role aims to enhance patient outcomes and overall satisfaction, ultimately contributing to the success of healthcare providers and their patients. This role requires strong leadership, communication, and analytical skills, as well as a deep understanding of customer success principles and SaaS business models.

Requirements

Experience in the healthcare industry, demonstrating a strong understanding of clinical practices, patient care protocols, and regulatory standards to enhance organizational effectiveness and improve patient outcomes.
Proven experience in customer success (5+years), ideally in a SaaS environment.
Experience leading and managing a team of customer success professionals.
Strong understanding of customer success principles and best practices.
Excellent communication, interpersonal, and presentation skills.
Ability to build strong relationships with customers and internal stakeholders.
Strong analytical and problem-solving skills.
Proficiency in customer relationship management (CRM) systems (e.g., Salesforce, HubSpot).
Candidates must currently have the right to work in the United States to apply.

Nice To Haves

Experience with customer success platforms (e.g., ChurnZero, Gainsight, ServiceNow, Zendesk) is a plus.

Responsibilities

Hire, train, mentor, and coach CSMs to achieve their goals and develop their skills.
Set clear performance expectations, conduct regular performance reviews, and provide constructive feedback.
Foster a positive and collaborative team environment.
Manage team workload and ensure efficient resource allocation.
Develop and implement customer success strategies to drive product adoption, retention, and growth.
Monitor customer health metrics and identify areas for improvement.
Collaborate with product, sales, and engineering teams to address customer needs and feedback.
Advocate for the customer within the organization.
Ensure CSMs are effectively managing their accounts and building strong relationships with customers.
Act as a point of escalation for complex customer issues.
Proactively identify and address potential churn risks.
Track and analyze key customer success metrics (e.g., churn rate, NPS, CSAT, product usage).
Prepare regular reports on customer success performance for leadership.
Identify trends and insights to inform customer success strategies.
Identify and implement process improvements to enhance the customer experience and improve CSM efficiency.
Stay up to date on the latest customer success best practices and trends.
Lead and mentor the Customer Success Management team in developing and executing strategic plans for customer renewals, expansions, and upselling opportunities, ensuring alignment with company revenue targets and KPI metrics.
Analyze customer usage patterns and feedback to identify growth opportunities, proactively engaging with clients to drive renewals and upsells, while tracking progress against established performance goals and adjusting strategies as needed to meet or exceed targets.