Manager, Customer Success Team
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About Our Client
An ambitious company is seeking exceptional individuals to help transform collaboration within the medical community. They are looking for a Manager of the Customer Success Team to ensure high satisfaction and effective utilization of their peer-to-peer collaboration platform among healthcare professionals worldwide.
Responsibilities:
Team Management and Collaboration
- Manage a team responsible for clinician relationships, content strategy, and client support on the platform.
- Collaborate with the Director of Clinical Engagement to translate team and account strategies into individual goals, measures, and objectives.
- Cultivate a collaborative, performance-based culture to achieve team goals and objectives.
- Provide insights and feedback from clinicians and customers to inform product development and service improvements.
- Create and manage individual performance and development plans, conducting regular performance reviews and goal-setting sessions with team members.
Performance and KPI Management
- Develop and manage KPIs related to customer success and clinician satisfaction, ensuring alignment with company goals and objectives.
- Track and analyze customer success metrics to identify areas for improvement and implement strategies to enhance customer and user experience.
Training and Development
- Organize and facilitate trainings and workshops related to key skill development.
- Build documentation to support onboarding, training, and team processes.
Data & Operations Management
- Oversee daily operations related to customer success and clinical engagement, ensuring efficient and effective support for clinicians and customers.
- Maintain and manage reports on customer engagement and satisfaction, using data to inform strategic decisions and improvements.
- Develop and utilize a KPI tracker/dashboard to monitor and support customer success efforts.
Recruiting & Onboarding
- Lead the recruitment and onboarding of new team members, contributing to the growth and development of the team.
- Develop and implement a comprehensive new hire training program to ensure smooth onboarding and integration of new team members.
Requirements:
Management Experience
- 4+ years of experience in customer success or a related field, preferably within healthcare or technology.
- Proven track record of managing customer relationships with a strong focus on enhancing customer satisfaction and retention.
- Experience in developing and managing KPIs to drive customer success and alignment with organizational goals.
Recruiting and Hiring
- Demonstrated experience in recruiting, hiring, and building teams, particularly in healthcare or tech-related fields.
Remote Team Management
- Proven ability to effectively manage and lead distributed, remote teams.
Healthcare Background
- Strong background in healthcare with the ability to understand and communicate clinical and scientific content effectively.
Training and Onboarding
- Experience in developing and delivering comprehensive training and onboarding programs tailored to diverse teams, with a track record of effectively integrating new team members.
KPI Development
- Experience building and managing team-level KPIs in service of high-level organizational goals.
Process Development and Refinement
- Experience using data to design, implement, reconstruct, and optimize internal processes to improve efficacy and achievement of KPIs.
Communication and Interpersonal Skills
- Exceptional communication skills and a high degree of emotional intelligence, with success in building strong interpersonal relationships with team members from a leadership position.
Attention to Detail
- High attention to detail in all aspects of work, ensuring accuracy and thoroughness.
Preferred Requirements
- Experience working in a start-up environment or a fast-paced team, demonstrating adaptability and growth.
- Familiarity with the clinical environment and experience communicating with clinicians to understand their workflows and challenges.
- Experience working with medical device and pharmaceutical clients.
- Background in working with medical device or pharmaceutical companies, with an understanding of industry-specific challenges and regulations.
Additional Considerations
- Bachelor’s degree required. Candidates with less than 4 years of experience post-bachelor’s degree may not meet the criteria. Candidates with recent experience in customer success or related roles will be preferred.
- Ideal candidates should have demonstrated recent experience in building and scaling customer success functions, with a focus on operational improvement and strategic alignment with organizational goals.
Location
Candidates must be based in the US.
Benefits
All full-time roles include Series A equity with significant upside, as well as health, dental and vision, long-term disability, and life insurance.
Employees are passionate about elevating the practice of medicine, supported by a seasoned leadership team with extensive industry and research experience. Join some of the brightest minds tackling significant opportunities to advance the global medical field!
Company Values
Mission-Driven
- The singular focus is improving patient outcomes through scalable collaboration.
- Personalized support is provided to clinicians, empowering them with technology.
- The adoption of best practices is accelerated through continuous knowledge-sharing across medicine.
- There is a deep commitment to supporting a global Community of clinicians.
People-First
- Team members treat each other with respect, kindness, and empathy.
- The environment assumes best intent when disagreeing or working through challenges.
- Good work is consistently recognized and valued.
- Inclusion and a sense of belonging are fostered within the team.
Operational Excellence
- Commitment to process, measurement, and continuous improvement.
- Ambitious goals are set, embodying grit, determination, and perseverance.
- Resources are shared, and collaboration is encouraged to solve problems.
- Responsiveness, punctuality, and preparedness are prioritized.
Collaboration
- Clear, concise, and professional communication is maintained with colleagues and customers.
- Team members are encouraged to ask for help and prioritize assisting each other.
- Proactive, honest, and constructive communication is the norm.
- Composure is maintained even in stressful situations.
Accountability
- High standards and the best work efforts are expected from all team members.
- Transparency is upheld, questioning any actions inconsistent with values.
- Regular collection and sharing of feedback are practiced.
- The focus remains on measurable results.
