Senior Customer Success Manager, Team Lead

Cancer IQ•Chicago, IL

About The Position

The Senior Customer Success Manager, Team Lead is a hybrid people leader and individual contributor role within the Customer Success organization. This role is designed as a true player–coach position. The primary focus is leading, mentoring, and scaling the Customer Success team, while also owning a manageable portfolio of CancerIQ’s most strategic, complex customer accounts. You are someone who is a proven, high-performing CSM with experience managing complex, strategic accounts, enjoys leading and developing people, thinks in systems and processes, treats the role like running a business, and thrives in a fast-paced, mission-driven environment.

Requirements

Bachelor’s degree in Business, Healthcare Management, Genetics, or a related field
5+ years of experience in Customer Success or Account Management, preferably in healthcare
Prior experience mentoring or managing team members strongly preferred
Strong experience leading executive-level customer conversations and QBRs
Ability to balance people leadership with strategic account ownership
Excellent communication, coaching, and stakeholder management skills
Data-driven mindset with strong analytical and problem-solving abilities

Nice To Haves

Experience with HubSpot, Zendesk, and Jira preferred

Responsibilities

Provide day-to-day management for Customer Success team members, including prioritization, workload balancing, and support
Conduct regular 1:1s focused on performance, development, and career growth
Mentor and coach junior CSMs on account strategy, executive communication, and customer engagement
Support onboarding and ramp for new Customer Success hires
Clearly define roles, responsibilities, and ownership across the Customer Success team
Establish and reinforce consistent Customer Success best practices, processes, and standards
Partner with Customer Success leadership to design, refine, and operationalize scalable CS programs
Identify gaps, inefficiencies, or risks in CS workflows and drive continuous improvement
Contribute to the evolution of customer journey frameworks, engagement models, and success planning tools
Support goal setting, performance tracking, and ongoing feedback for CSMs
Act as a people leader and escalation point for complex customer situations
Represent the Customer Success team in cross-functional collaboration with Sales, Product, Marketing, and Engineering
Share frontline insights and team feedback to inform company strategy and roadmap decisions
Own and manage a small portfolio of CancerIQ’s most strategic customer accounts
Serve as the primary relationship owner for executive business and clinical stakeholders, including Oncology Service Line Leaders, Directors of Breast Centers, and Directors of Cancer Services
Develop a deep understanding of each customer’s organizational structure, priorities, and cancer care strategy
Act as the senior quarterback, coordinating across clinical, operational, technical, and marketing/business development stakeholders
Build trusted advisor relationships with senior clinical and administrative leaders
Navigate complex stakeholder environments and align diverse groups toward shared outcomes
Serve as the escalation point for strategic account risks, challenges, and opportunities
Lead executive-level Quarterly Business Reviews focused on outcomes, value realization, and long-term alignment
Develop and maintain multi-quarter success plans aligned to customer strategic goals and CancerIQ’s value proposition
Guide strategic accounts through onboarding, optimization, and major change initiatives
Ensure adoption and outcomes meet executive expectations
Own retention and renewal outcomes for assigned strategic accounts
Identify and progress expansion, upsell, and cross-sell opportunities in partnership with Sales
Drive measurable value realization and long-term customer success
Analyze usage, performance, and outcome data to inform strategic account planning