CancerIQ

Senior Customer Success Manager – Team Lead

CancerIQ

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • United States

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Job Level

Senior

About the role

  • 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

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
  • Experience with HubSpot, Zendesk, and Jira preferred
Benefits
  • Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401(k))
  • Headquartered in Chicago’s iconic Wrigley Building with Water Taxi access
  • Complimentary gym membership with instructor-led classes
  • Generous company-paid holidays and monthly CancerIQ mental health days
  • Formal training and professional development opportunities
  • Annual All Hands weeks
  • A collaborative, high-energy culture focused on building things that save lives

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementperformance trackingdata analysisstrategic account planningonboardingcustomer engagementrisk managementvalue realizationcoaching
Soft skills
leadershipcommunicationmentoringstakeholder managementproblem-solvingcollaborationorganizational skillsrelationship buildingstrategic thinkingadaptability