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Customer Success Manager

Details

TailorMed is a technology startup on a mission to make healthcare more accessible and affordable for U.S. patients. To solve such a complex challenge, it takes a village, or as we say at TailorMed, a network! We’ve built the nation’s largest network of providers, pharmacies, partners, and life sciences companies who have joined us in making treatment affordable for all patients across all medical conditions.

The TailorMed network is powered by a suite of advanced solutions designed to proactively identify patients who need help the most, match them to all available financial resources, and most importantly, make it easy for patients to utilize those resources.

This is what we mean by “moving mountains for patients” and we’re ridiculously passionate about it.

 

The Customer Success Manager serves as an advocate for our customers and collaborates with cross-functional teams to create a world-class experience, ensuring customers are receiving maximum value from our solution.

The Customer Success Manager is responsible for  driving measurable customer success to every client which includes driving adoption of our software, helping customers connect to their applications, data, and devices in order to achieve measurable outcomes, and creating promoters of TailorMed’s solutions. 

By carefully listening to our customers, helping to resolve issues, and promoting new solutions and workflows to maximize usage of our offering,  and help them be more successful. The Customer Success Manager must be familiar with all new product releases relevant to their business and use customer feedback to help the Product and R&D teams innovate new features and improvements.

The Customer Success Manager position is a full-time, salaried position and requires some travel, approximately 20% of the time.

Responsibilities

  • Become a trusted advisor to customers, key stakeholders, and executive sponsors
  • Collaborate with TailorMed’s commercial team to identify growth opportunities, supporting account renewals and expansions
  • Define, measure, and communicate ROI for our customers, throughout the customer lifecycle
  • Conduct QBRs and EBRs on a regular basis, and accurately reflect to customers their means to success while calling out any red flags
  • Be the product expert,advising customers on use cases and product functionality
  • Simplify and project manage any customer issues to ensure clarity and progress towards both short- and long-term solutions
  • Coordinate various cross-functional teams at TailorMed and throughout the ecosystem, to ensure customers get what they need to connect their applications, data, and devices, and receive an excellent and consistent customer experience, all the time, every time
  • Represent the voice of the customer to our Product and R&D teams to help them innovate new features and improvements

Requirements

  • 5+ years of customer success or account management experience in a high-growth B2B SaaS environment; experience in the healthcare space is a plus
  • Experience with transformation or program management at an organization-wide level
  • Demonstrated ability to help customers use products effectively and increase their satisfaction, and a 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
  • An 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
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