Customer Success Manager
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Customer Success Manager
TailorMed
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as advocate and primary point of contact for a portfolio of accounts
- Guide clients through the entire customer journey—from onboarding to ongoing support
- Drive adoption of TailorMed’s software and promote new features and best practices
- Help customers connect their applications, data, and devices to achieve measurable outcomes
- Resolve customer issues and simplify/project manage progress toward short- and long-term solutions
- Collaborate with Product and R&D teams and represent the voice of the customer
- Become a trusted advisor to customers, key stakeholders, and executive sponsors
- Collaborate with commercial team to identify growth opportunities and support renewals and expansions
- Define, measure, and communicate ROI for customers throughout the customer lifecycle
- Conduct QBRs and EBRs and surface red flags and success metrics
- Coordinate cross-functional teams to ensure customers receive an excellent and consistent experience
- Keep current on new product releases and continuously educate customers on new features
Requirements
- 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
- 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
- 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
- Competitive salary + equity
- Premium medical, dental, and vision insurance plans
- A wide range of voluntary and supplemental benefits
- 24/7 benefits access and support
- 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 and required equipment and technology
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementprogram managementdata analysisROI measurementSaaStransformation managementproduct adoptioncustomer journey mappingtechnical understanding
Soft skills
communicationrelationship managementproblem solvingstrategic thinkingcustomer serviceinfluencingcollaborationproactiveanalyticalgrowth mindset
