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Hybrid Customer Success Manager Customer Success Manager

MedScout · United States Of America · Hybrid

About the job

At MedScout, our mission is to empower MedTech commercial teams with the data, insights, and tools they need to deliver life-changing medical innovations to the patients who need them most. We’re creating a best-in-class revenue acceleration platform that unites the latest medical claims intelligence with an intuitive user experience built specifically for sales professionals at medical device and diagnostic companies.We just closed a $15M Series A and we’re ready to expand our Customer Success team. Our success has been possible because of the incredible relationships and partnerships we have built with our clients, and we can’t wait to keep building. Our Customer Success Managers work side-by-side with our clients from implementation through to renewal.How will you help build this company?

  • Become a MedScout product expert and enthusiast!
  • Deliver high quality support during all stages of the customer journey, focusing on the success and partnership with the customer.
  • Manage contract renewals and expansion opportunities within your book of business.
  • Conduct training sessions with management teams to enable a train-the-trainer onboarding model.
  • Communicate all user feedback to MedScout product, sales, and engineering teams.
  • Engage customers through inbound email and chat to resolve their questions using your platform expertise, documentation, and video demonstrations using Loom.
  • Escalate client concerns or product bugs through the appropriate internal channels, while keeping the customer informed on a plan for resolution.
  • Use our Customer Success Platform and product usage data to identify disengaged users and take steps to re-engage them.
  • Stay closely tied to product development to understand upcoming feature releases and future roadmap.
  • Continuously find creative ways to delight our clients!
What does an ideal background look like?
  • 2+ years in a customer facing role, ideally at a high-growth SaaS company
  • Experience managing client renewals and/or contract expansion
  • Expert interpersonal skills with a history of building strong client relationships
  • Exceptional written and verbal communication
  • Evidence of being detail and ownership oriented
  • Ability to navigate all client conversations in a professional and empathetic manner
  • Experience contextualizing and advocating for your customer's needs across departments
  • Presentation development and delivery skills
  • Nice to haves:
    •
    • Understanding of the medical device market
    • Understanding of medical claims and billing practices (coding, reimbursement, etc.)
    • Experience with a CRM or CSP (we use HubSpot & Vitally)
Are we a fit for each other?At our stage, we believe how you operate is more important than what you’ll do day-to-day. As an early team member, we’re looking for individuals with strong alignment with the following core values.
  • Effort on our inputs: We prepare diligently, leave it all on the "field", and move on quickly. Focusing on good habits and work ethic, not individual outcomes, ultimately creates a winning culture and a successful company.
  • Earn Trust: We keep our commitments to our customers, partners, and each other. We listen attentively, speak candidly, and treat others respectfully. We strive to demonstrate empathy, inclusion, and intellectual honesty.
  • Intelligence Drives Operations: We learn continuously and have the humility to quickly recognize when our assumptions are wrong so we can readjust accordingly.
  • Hire And Develop The Best: Good players like playing on good teams. We look to raise the bar with every hire and promotion. We work hard to identify and develop high potential.
  • Take Decisive Action: The only sure path to continuous improvement is a hypothesis-driven approach with a bias for speed of experimentation.
What is the interview process?Here at MedScout, one of our core values is to “Hire and develop the best”, and you’ll see that reflected in our interview process. You’ll have the chance to meet a wide variety of team members to truly understand the role and the company.
  • Introductory call with the Head of People. We will chat about some career highlights and career goals and figure out if we could be a good fit.
  • Call with our Customer Success Lead where we can get to know each other, your past experience, what we're all about, and have an opportunity for you to get more information. You won't have to prep anything for this call (but get ready for a lot of gushing about our customers).
  • A 30 minute Zoom call with a Customer Success Manager to learn more about what it’s like to join the CS team at MedScout and ask any questions you have about the position.
  • If all of us would like to move to next steps, we would schedule some additional time for you to present a mock onboarding session. This will give us an opportunity to “act as the client” and experience what it will be like to learn from you!
  • Culture fit interview with the rest of the team, including members from the Customer Success, Engineering and Data teams.
What can you expect from us?
  • We expect the base salary for this role to be between $85k - $100k plus a variable component.
  • $500 Home Office Setup Budget
  • Fully covered healthcare and a great vision, dental, and 401k package.
  • You will feel heard. You will hear, "Yes, let's do that!" and then have the opportunity to execute your ideas successfully.
  • Remote first culture and quarterly on-sites with the rest of the MedScout Team.
  • We stay in nice hotels and eat well when we travel for work. No one feels like a badass walking into a Quality Inn.
  • Generous budget for learning and development + any tools you feel would make you more effective.
MedScout embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our work will be.We will ensure that individuals with disabilities are provided reasonable accommodation who need it. We want you to be able to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any accommodation please let us know!