Customer Success Manager, Growth

Team Mission

We are building a best-in-class Commercial Team and establishing a repeatable go-to-market motion. We are hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals to thoughtfully engage VPs, General Managers, and other corporate decision makers across the Medical Device Industry. Our Commercial Team takes a proactive, consultative, and high-touch approach when working with customers, investing heavily in pre-sales through onboarding and training to ensure customers are on the road to success from Day 1.

We strongly encourage people of all backgrounds to apply.

Responsibilities

• Effectively manage a large book of business across many different account specialties and unique product configurations/use-cases.
• Ensure high user-adoption through effective executive sponsorship, change management, and best practice guidance.
• Lead Executive Business Reviews with client executives to communicate value provided by AcuityMD and to provide strategic suggestions on how to achieve their goals.
• Generate contract renewals by ensuring customers view AcuityMD as critical to their sales process long-term.
• Identify and illuminate customer success stories and examples of AcuityMD ROI
• Partner with Account Executives to build growth strategies for your book of business and work with them to secure successful renewals and expansions.
• Regularly monitor account health and adoption to find new opportunities to help customers acquire maximum value from AcuityMD.
• Develop strategies to quickly mitigate account risk and ensure customers remain committed to AcuityMD.

Your Profile

• You have deep experience in Customer Success for Enterprise SaaS and/or in the Medical Technology industry.
• You’re able to develop close personal relationships with customers and colleagues through empathy and deep curiosity.
• You have the eagerness to learn and dig deep into technical aspects of the platform.
• You are a patient and active listener.
• You’re proactive and self-driven, and bring infectious energy and resiliency.
• You are an excellent verbal and written communicator (email & PPT).
• You’re highly organized with ability to multi-task and prioritize different assignments.
• You are comfortable with change (tooling, processes, etc)

Nice to Haves

• Analytical background with experience with data platforms like Amplitude, Looker, Omni etc or other similar platforms.
• Experience using a customer success platform (Gainsight, Planhat, Vitaly, etc). Especially if you have experience configuring and performing back end administrative work.