Customer Success Manager (CSM)

CancerIQ; Chicago (IL); On-site; USD 80,000 - 90,000; Full time

Job summary

A healthcare technology company in Chicago is seeking a Customer Success Manager to enhance customer relationships within health systems. The ideal candidate should have 3-5 years of experience in Customer Success, strong interpersonal skills, and a data-driven mindset to support the implementation and growth of cancer risk assessment solutions. This role includes overseeing the onboarding process and conducting strategic reviews. Competitive pay and benefits offered.

Benefits

Competitive pay and benefits

Complimentary gym membership

Generous company-paid holidays

Formal training and professional development opportunities

Qualifications

• 3-5 years of experience in Customer Success or Account Management, preferably in healthcare.
• Experience conducting Quarterly Business Reviews.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage customer relationships throughout the customer lifecycle.
• Lead Quarterly Business Reviews to align on goals.
• Analyze customer data to identify trends and opportunities.

Skills

Customer Success Management

Interpersonal Skills

Strategic Planning

Problem-Solving

Data Analysis

Education

Bachelor's degree in Business, Healthcare Management, Genetics, or related field

Tools

HubSpot

Zendesk

Jira

Job description

1 month ago Be among the first 25 applicants

The Company

At CancerIQ, our technology is expanding access to precision cancer prevention, early detection, and treatment for more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic counseling service capacity, quadruple genetic testing uptake, and significantly improve screening compliance. To date, CancerIQ has raised over $26 million to deliver on our mission, with our Series B funding round led by Merck Global Health Innovation Fund and Amgen Ventures.

The Company

At CancerIQ, our technology is expanding access to precision cancer prevention, early detection, and treatment for more patient populations. We build software and design services that make it easy for health systems to use genetic information to get ahead of cancer at scale. Our best-in-class, science-based platform is proven to double genetic counseling service capacity, quadruple genetic testing uptake, and significantly improve screening compliance. To date, CancerIQ has raised over $26 million to deliver on our mission, with our Series B funding round led by Merck Global Health Innovation Fund and Amgen Ventures.

Our team is made up of a committed, all-in group of people who are as driven to end cancer as we know it as the providers and patients we serve. This has led to a growing network of over 200 clinical locations across the country, with a robust ecosystem of partners in the diagnostic and genomics space behind us. But we're committed to scaling quickly - in this era of tremendous progress against cancer, we're looking for people who are just as tremendously committed to their work at CancerIQ. If you want your work to matter, join us.

The Position

As a Customer Success Manager (CSM) at CancerIQ, you will be responsible for managing and nurturing customer relationships throughout the customer lifecycle. Our customers include hospitals and health systems that rely on our cancer risk assessment software to improve patient outcomes. In this role, you will ensure that customers are maximizing the value of CancerIQ's products and services, driving customer satisfaction, retention, and growth.

Additionally, you will play a key role in the strategic planning and program leadership of customer success initiatives, ensuring that our processes, programs, and partnerships are aligned with customer needs and scalable across our growing customer base. You must be comfortable engaging with both clinical and business leaders within hospitals and health systems, understanding their unique perspectives and challenges in the context of cancer risk assessment and management.

The Role And Responsibilities

Customer Relationship Management

• Manage the overall buyer relationship, which tends to include, but is not limited to, the Oncology Service Line Leader, Director of the Breast Center, or Director of Cancer Services
• Serve as the quarterback, coordinating with clinical, operational, technical, and marketing/business development working groups on behalf of the buyer
• Be accountable for driving business value by coordinating with implementation managers, product specialists, and other members of the CancerIQ team assigned to the accounts
  
  

Quarterly Business Reviews (QBR)

• Lead Quarterly Business Reviews with key business and clinical leaders within hospitals and health systems to review performance, address concerns, and align on future goals and objectives
• Prepare detailed reports and presentations for QBRs, highlighting key metrics, achievements, and areas for improvement, particularly in the context of cancer risk assessment
• Collaborate with customers to develop and track success plans, ensuring alignment with their strategic goals in cancer care
  
  

Strategic Planning & Program Leadership

• Partner with executive-level stakeholders within health systems to align CancerIQ's products and services with broader strategic goals in cancer prevention and care
• Identify opportunities to expand program impact across departments, service lines, or sites, and develop tailored strategies to drive scale and sustainability
• Serve as a trusted advisor to clinical and administrative leaders, proactively recommending workflows, reports, and best practices to enhance performance
• Collaborate with cross-functional teams—including Product, Implementation, Marketing, and Sales—to ensure CancerIQ's customer-facing strategies are aligned, scalable, and effective
  
  

Onboarding and Implementation

• Work closely with an Implementation Manager as a team to guide new customers through the onboarding process, ensuring a smooth and successful implementation of CancerIQ's software within their clinical workflows
• Monitor customer progress during onboarding and address any issues or concerns promptly
  
  

Customer Retention and Growth

• Monitor customer health and proactively address any risks to retention or satisfaction, particularly in high-stakes healthcare settings
• Identify upsell and cross-sell opportunities, working closely with the sales team to drive additional value for customers
• Develop and execute strategies to increase customer adoption, satisfaction, and loyalty, with a focus on long-term success in cancer care
  
  

Data-Driven Insights and Reporting

• Analyze customer data and usage patterns to identify trends, opportunities, and potential risks, particularly in the context of cancer risk management
• Provide regular reports on customer health, satisfaction, and success metrics to internal stakeholders
• Use data to drive decisions and strategies for improving customer outcomes
  
  

Internal Leadership & Team Operations

• Support the Director of Customer Success in internal team leadership, helping to streamline team operations, define scalable processes, and mentor junior team members
• Take initiative in identifying internal pain points or bottlenecks and proposing solutions that improve team efficiency, collaboration, and morale
• Contribute to cross-functional planning, CS enablement, documentation, and ongoing improvement initiatives to help CancerIQ scale its Customer Success function as the company grows
  
  

How Our CSMs Differ from Our Implementation Managers

The position of CSM at CancerIQ differs from the role of an Implementation Manager. While CSMs own and manage the relationship with our customers, Implementation Managers work in tandem with CSMs to manage both the implementation of new customers and continuous improvement projects for existing customers. Implementation Managers are responsible for creating and tracking project plans and charters, configuring applications, and leading implementation meetings.

Requirements

The Requirements

• Bachelor's degree in Business, Healthcare Management, Genetics, or a related field
• 3-5 years of experience in Customer Success, Account Management, or a related role, preferably within the healthcare industry
• Strong experience in strategic planning and customer success program development
• Excellent interpersonal and communication skills, with the ability to build and maintain relationships with both clinical and business leaders within hospitals and health systems
• Experience conducting Quarterly Business Reviews and presenting to executive-level stakeholders
• Proactive and solution-oriented, with strong problem-solving skills
• Ability to manage multiple priorities and customers in a fast-paced environment
• Experience with HubSpot, Zendesk, and Jira is preferred
• Data-driven mindset with the ability to analyze data and derive actionable insights
  
  

The Ideal Candidate

We are looking for someone who knows what it takes to succeed as a CSM—someone who treats the role like their own business and thrives on helping customers succeed and grow. Prior experience as a CSM or Account Manager in the healthcare space is strongly preferred, especially someone who is driven to exceed goals while delivering a great experience to customers and coworkers alike.

Benefits

The Benefits

• Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401(k))
• Headquartered in Chicago's iconic Wrigley Building, with complimentary Water Taxi service to and from Union and Ogilvie Stations
• Complimentary gym membership with daily instructor-led classes
• Generous company-paid holidays and monthly CancerIQ mental health days
• Formal training and professional development opportunities
• Bi-annual "All Hands" weeks where local Chicago employees convene and connect with employees based in other cities
• Passionate, high-energy culture with a team of people excited to get things done and make an impact
• Building things that save lives

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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