CancerIQ

Customer Success Manager

• 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

Senior Customer Success Manager – Team Lead