Customer Success Manager

What We’re Looking For:

We’re looking for a highly driven Customer Success Manager (CSM) to support our clients and make a meaningful impact. This person will report directly to the Director of Customer Success. As a CSM, you will manage a portfolio of enterprise clients, build and maintain strong relationships, and ensure our clients are continually recognizing the value of working with our advanced medical data analysis products, leading to renewals and growth opportunities. In this role, you will own and manage the entire post-sales lifecycle for your assigned client portfolio, serving as an advocate for each client and accelerating product adoption and expansion within each individual account.

**Core business hours will be 9a-5p EST**

What You Will Do:

• Own and manage a portfolio of enterprise accounts, building strong relationships across all levels and serving as a trusted advisor.
• Lead customer onboarding and drive adoption processes, creating tailored growth plans to support usage, expansion, retention, and long-term loyalty across your assigned client portfolio.
• Develop deep expertise and proficiency in the capabilities of our advanced medical data analysis products to effectively guide clients, transfer knowledge, and share best practices.
• Deliver ongoing value by partnering cross-functionally with Product and internal teams to enhance the customer experience.
• Facilitate regular client engagements including cadence meetings, QBRs, reporting, training, and other strategic and supportive interactions.
• Proactively identify risks and opportunities, forecasting renewals and expansion within your client portfolio.
• Partner with Sales to support contract renewals and identify upsell opportunities.

What a Typical Day Looks Like

• Meet regularly with clients to review performance, adoption, and strategic goals.
• Organize, prepare presentations for, and lead QBRs on designated cadence.
• Collaborate internally with Product, Sales, and Support on client needs.
• Track and analyze account health to proactively identify risks and growth opportunities.
• Diligently follow up on client requests, feedback, and action items as needed.

What You Need to Succeed:

• 3+ years of experience in a client-facing SaaS role (Customer Success, Account Management) supporting enterprise accounts.
• Strong communication and presentation skills, with the ability to establish credibility with executive stakeholders.
• Proven ability to manage relationships cross-functionally with Sales, Product, and R&D teams.
• Customer-first mindset, with the confidence to drive strategic initiatives (product updates, enhancements) that support client needs.
• Highly proactive, self-motivated, and responsive with strong problem-solving skills.
• Ability to identify opportunities for improvement, develop creative solutions, and keep clients critically informed and engaged.
• Strong project management and documentation skills.
• Bachelor’s degree.