Customer Success Manager
MedScout, United States
Job Description
At MedScout, we believe there's a massive opportunity to create the first revenue acceleration platform built specifically for sales and marketing teams at life science companies.
We founded the company in early 2021 and have made significant commercial progress. We’ve raised $6.8m from incredible investors and we’re ready to bring on a new team member to join Customer Success. If joining an early-stage software startup with passion for the success and experience of their clients excites you, then you are in the right place!
At this stage, how you operate is more important than what you'll do day-to-day. As one of our first 20 team members, we're looking for strong alignment to our 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.
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!
How we'll evaluate you:
- Revenue retention and expansion
- Product adoption
- Regular review of onboarding calls and customer communication
- Customer referenceability
- Engagement activities executed and Customer Success Plan implementation + completeness
Requirements
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 amp; Vitally)
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.
- Intro Zoom 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.
- Meeting with the CEO to discuss the details of the CSM role, your background, an