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Customer Success Manager

Details

TailorMed, a fast-growing SAAS startup, was founded with a personal mission to help patients and healthcare Providers tackle the financial challenges of care delivery. TailorMed’s platform automatically identifies alternative funding opportunities that help patients afford their care, and therefore, increase hospitals’ financial performance.

At TailorMed we are obsessed about our customers. We care for them, want them to be happy and gain their long-term trust through constant communication. The Customer Success Manager needs to carefully listen to our customers, help them work through their issues and promote new solutions and workflows to maximize their 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.

A TailorMed Customer Success Manager serves as an advocate for our customers and will work with cross-functional teams to create a world-class client experience to ensure that they receive maximum value from our solution.

The role of the Customer Success Manager is to drive measurable customer success to every client which means a) drive adoption of our software; b) help customers to connect their applications, data, and devices to achieve measurable outcomes; and c) create promoters of TailorMed.

Responsibilities

  • Excellent interpersonal and multitasking abilities.
  • Develop trusted advisor relationships with customers, key stakeholders, and executive sponsors.
  • Collaborate with the commercial team to identify growth opportunities.
  • Define, measure, and communicate ROI for our customers, throughout the customer lifecycle.
  • Conduct QBR 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 managing 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.
  • Accurately represent the voices of customers inside TailorMed, ensuring the health of customers is properly captured, and making their voices heard as appropriate.

Requirements

  • Excellent written and verbal communication skills.
  • An aptitude for learning and understanding software solutions, and their business application.
  • Technical understanding to credibly partner with IT organizations.
  • Track record of performance and a growth mindset.
  • Ability to influence action within and outside of their own team.
  • Ability to drive change within our customers and internal organizations.
  • Deliver on unique initiatives or critical business issues within complex environments.
  • Self-starter who can anticipate problems and seek out solutions proactively.
  • Demonstrated ability to have difficult conversations with peers, customers, etc.
  • Analytical, strategic thinker and a natural problem solver.

Types of Relevant Experience:

  • 5+ years of Customer Success or account management experience in a high growth SaaS environment
  • Experience with transformation or program management at an organization-wide level.
  • Healthcare experience preferred.

The Customer Success Manager position is a full-time salaried position and will require travel.

 

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