Customer Success Manager, Enterprise

Swooped; United States; Remote; USD 145,000 - 190,000; Full time

Job summary

A leading company in medical technology is seeking a Customer Success Manager to enhance user adoption and manage client relationships. This role involves strategic engagement with established Medical Device organizations, ensuring they maximize the value of the platform. The ideal candidate will have over 5 years of experience in Customer Success, particularly within the Enterprise SaaS or Medical Technology sectors, and possess strong communication and organizational skills.

Benefits

Remote work flexibility

Unlimited vacation

Paid Health, Dental, and Vision Plans

Home Office Stipend

Learning Budget

Optional Team Retreats

Parental Leave

Competitive compensation with equity upside

Qualifications

• 5+ years of experience in Customer Success for Enterprise SaaS or Medical Technology.
• Ability to develop close personal relationships with customers.
• Excellent verbal and written communication skills.

Responsibilities

• Ensure high user-adoption through effective executive sponsorship and change management.
• Lead Executive Business Reviews to communicate value provided by the platform.
• Generate contract renewals by ensuring clients see value.

Skills

Empathy

Communication

Organization

Proactivity

Tools

SQL

Job description

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Our client is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Their platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. They are backed by leading investors and help MedTech companies identify how their products are used, understand why outcomes vary, and identify opportunities where physicians can better serve their patients.

The Customer Success organization empowers customers to maximize the value of the platform. By playing the role of a strategic partner, they foster long-term relationships through proactive engagement, exceptional service, and product and industry expertise.

Team Mission

The Enterprise Customer Success Team is responsible for managing customer base with a revenue band of $50M-$1B. These are established Medical Device organizations who are on the path to becoming technologically advanced in how they manage their commercial operations. These typically are land and expand set up engagements where a deep understanding of the customer landscape, their business and short and long term strategic goals becomes critical to ensure they partner in change management with an ultimate goal of expanding footprint and platform adoption leading to deeper ROI for the customer and expansions for the business.

Responsibilities

• Ensure high user-adoption through effective executive sponsorship, change management, and white-glove trainings
• Lead Executive Business Reviews with client executives to communicate value provided by the platform
• Generate contract renewals by ensuring client executives and users are seeing value
• Identify and illuminate customer success stories and examples of ROI
• Partner with Strategic Program Manager and 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 opportunities to help customers acquire maximum value from the platform

Your Profile

• 5+ years of experience with deep experience in Customer Success for Enterprise SaaS or in the Medical Technology industry
• You’re able to develop close personal relationships with customers and colleagues through empathy
• 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

Nice to Haves

• Analytical background with experience with SQL or other query-based language

You must have an eligible work permit in the USA to be considered for this position.

Salary Range

$145,000 to $190,000

They Offer:

• Remote work : The company is committed to supporting full-remote flexibility for employees in the US. They provide a work-from-home stipend for all employees.
• Unlimited vacation : Generous time off and flexible hours give you the freedom to do your best work.
• Paid Health, Dental, and Vision Plans: They offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents.
• Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
• Optional Team Retreats: The team meets in-person multiple times per year for co-working and social gatherings.
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.
• Ground floor opportunity : Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices.
• Competitive compensation with equity upside.

Who They Are:

They are builders, who are inspired by their mission to expand patient access to cutting-edge medical technologies. They value working collaboratively to solve hard problems for their customers with simple, innovative solutions. They push themselves to learn with empathy. They foster an active culture of mentorship and inclusion, and they welcome new team members that share their values.

They are backed by leading software and medical device investors. Since launch, they've brought on customers ranging from publicly traded Fortune 500 companies to innovative growth-stage companies and regional medical device distributors.

The Product:

The platform uses data and software to help teams collaborate around the complex relationships they have with the users of medical technologies: doctors. Their platform empowers medical technology companies to see how their products are used, understand why outcomes vary, and identify opportunities where physicians or sites of care can better serve their patients.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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