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TailorMed · 2 months ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

5+ years exp

TailorMed is a pioneering force in healthcare focused on transforming how patients, providers, and pharmacies collaborate to improve medication affordability and access. The Customer Success Manager will serve as the primary point of contact for accounts, ensuring customers derive maximum value from TailorMed's solutions and driving adoption and satisfaction through proactive support and relationship building.

Financial ServicesFinTechFitnessHealth CareMachine LearningWellness

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

Qualification

Customer success managementB2B SaaS experienceHealthcare industry experienceProgram managementAnalytical skillsStakeholder managementVerbal communicationWritten communicationProblem-solvingGrowth mindset

Required

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

Benefits

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