Responsibilities
- Account Planning: Assist Customer Success team in developing and executing strategic account plans that enhance customer engagement and retention. Participate in the formulation of these plans to understand the strategic elements deeply.
- Customer Engagement: Gradually assume more direct customer responsibilities, from ownership of meetings and follow-ups to addressing customer queries and training on new features.
- Operational Excellence: Support all phases of the post-sales customer lifecycle, including onboarding, renewals, and ongoing account management. Take ownership of operational tasks to develop a robust understanding of day-to-day customer success operations.
- Strategic Support: Participate in key projects critical to the team’s success, and present findings and recommendations to leadership, demonstrating both strategic thinking and effective communication skills.
- Customer Advocacy: Act as a liaison between customers and internal teams (Engineering, Product, Sales, Operations) to communicate customer needs and feedback. Engage in problem-solving that enhances product value and customer satisfaction.
- Risk Management: Proactively identify and communicate potential customer churn risks and collaborate with the team to devise preventative strategies.
- Professional Development: Engage in learning and development opportunities to prepare for the CSM role. This includes shadowing current CSMs, participating in customer meetings, and undergoing formal training programs.
Requirements
- Bachelor’s Degree in Business, Healthcare Management, or related experience
- At least 3 years of experience in a customer-facing role within life sciences (e.g. pharmaceuticals, medical devices), SaaS, or consulting.
- Strong foundation in customer success principles, technologies, and processes.
- Proven ability to work collaboratively across various teams and communicate effectively with diverse stakeholders.
- Demonstrated proactive problem-solving skills with a strong commitment to customer satisfaction.
- Effective ability to convey ideas and information clearly, concisely, and persuasively to a variety of audiences.
- Highly motivated individual with a desire to grow professionally.
Nice to Have
- Prior customer success experience with customers in the life sciences field (e.g. pharmaceuticals, medical devices), and have fluency with claims, coverage, and billing data.
- Experience in Market Access, Contracting & Pricing, or Field Reimbursement roles.
Benefits
- Competitive pay with equity options
- Stellar health care plan options (Medical, Dental & Vision), with FSA, DCFSA, & HSA options
- Company-sponsored disability & life insurance
- Unlimited PTO
- 401(k) + 4% Matching
- Fully remote work + flexible working hours
- $750 work-from-home setup budget
- Paid quarterly in-person co-working weeks
- Quarterly $150 co-hanging stipend to meet up with coworkers
- Monthly $100 health and wellness benefit
- Generous paid family leave
Work Arrangement
Remote (Worldwide)
Team
Structure: Customer Success team
Additional Information
- Building a truly diverse team is a challenge that we do not shy away from. Healthcare affects all people differently, but it significantly affects those in underserved communities. With a robust, diverse team, we are stronger and better equipped to change the future of healthcare for all.
- We strongly encourage BIPOC, people with disabilities, and LGBTQIA+ folks to apply for any open roles of interest.
