Customer Success Manager
MedScout
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Manage, coach, and develop 7 CSMs (and growing) through weekly 1:1s, performance reviews, and career development.
- Help the team operate as strategic consultants, not reactive support.
- Spot where CSM capacity is getting pulled away from strategic work.
- Hold the team accountable for renewals, health scoring, and forecasting accuracy.
- Partner cross-functionally with Product, Sales, EPD, and other teams to solve problems, not just surface them.
- Own learning and development for the team, including conferences, training, and ongoing skill-building.
Requirements
- Experience in Customer Success, Account Management, or a similar customer-facing role, either as a people manager or as a senior individual contributor ready to step into management (Deep people management experience is preferred).
- Vertical Saas experience
- A track record of driving customer value, not just managing accounts. You understand what it means to be a strategic partner to customers and can coach others to do the same.
- Strong coaching instincts. You get energy from helping others improve and can give direct, actionable feedback
- Comfort with forecasting, health scoring, and using data to drive decisions
- Experience building or improving CS processes and playbooks
- Healthcare, life sciences, or medical device experience is a plus but not required. Experience in vertical SaaS is strongly preferred if you don't have a healthcare background. Coaching CSMs to become industry experts requires understanding what it takes to go deep in a specific market.
Benefits
- $500 home office setup budget
- Fully covered healthcare and a great vision, dental, and 401k package
- Generous budget for learning and development + any tools you feel would make you more effective
- Remote first culture and quarterly on-sites with the rest of the MedScout Team
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementForecastingHealth ScoringCS ProcessesPlaybooksData-Driven Decision MakingCoachingVertical SaaS
Soft Skills
Coaching InstinctsPerformance ManagementStrategic ConsultingAccountabilityCross-Functional CollaborationProblem SolvingDirect FeedbackTeam Development