Customer Success Manager - Medical Education

Valid8 Financial, Inc.; Austin (TX); Remote; USD 65,000 - 85,000; Full time

Job summary

Valid8 Financial, Inc. is seeking a Customer Success Manager to enhance usage among institutional partners and drive academic success. In this fully remote position, you will manage relationships, facilitate onboarding, and ensure a positive experience while collaborating with various teams. Ideal candidates will have a B2B customer success background and strong communication skills, alongside a passion for education.

Benefits

Flexible paid time off

Medical, dental, and vision insurance

HSA contribution

Company-paid disability coverage

401k with company match

Qualifications

• Proven account management skills in a B2B environment.
• Excellent communication and presentation skills.
• Strong technical skills and ability to manage remote work.

Responsibilities

• Manage relationships with institutional partners.
• Facilitate onboarding and support for university stakeholders.
• Conduct post-implementation reviews and gather feedback.

Skills

B2B customer success

communication

project management

technical skills

Education

Bachelor's degree in health care, education, or related field

Tools

CRM dashboards

Hubspot

Monday.com

Job description

Reporting to the VP of Sales and Account Management, the Customer Success Manager (CSM) is responsible for driving usage with our institutional partners to help them achieve their academic goals. The CSM also supports sales efforts by managing renewal pipelines and closing expansion opportunities at their partner accounts. The CSM collaborates with B2B customers to achieve goals using company products, while partnering cross-functionally to share insights and drive internal product development.

This is a fully remote position in the United States, but preference will be given to Austin-based candidates with interest in future hybrid work. Occasional travel (<10%) may be required to attend meetings, events, or conferences.

Key Responsibilities

Account Management:

Establish and nurture strong relationships with key university contacts, maintaining regular communication and follow-ups

Serve as the primary point of contact for institutional partners, addressing their concerns, providing support, and ensuring a positive customer experience

Utilize CRM dashboards on Monday.com and Hubspot to track progress and communication

Create detailed project plans, timelines, and milestones for successful implementation

Define clear objectives and outcomes for each phase of the implementation process

Institutional Communication

Communicate with institutions via email to facilitate onboarding and provide support

Conduct needs assessments to understand the specific requirements and expectations of each university

Identify potential challenges and barriers to successful implementation.

Build strong relationships with key university stakeholders, including deans, faculty, IT staff, and administrators

Onboarding

Develop and deliver training programs and workshops to familiarize educators with our learning and assessment products

Ensure educators can effectively navigate, use, and integrate the software into their teaching methods

Collaborate with institutional partners to customize the product to meet their specific curriculum and assessment needs

Provide guidance on optimizing student engagement

Help institutional partners integrate assessment tools and quizzes from review products into their courses

Equip educators to effectively track and analyze student performance and product usage

Host kick-off calls for students from institutional partners, providing information and support to ensure a smooth start

Collaborate with institutional partners to understand their specific curriculum and integration needs

Offer tailored solutions and customization options to meet the unique requirements of each institution

Work closely with educators to align our products with the university's curriculum and learning objectives

Provide recommendations for content integration and sequencing

Go-Live and Problem Resolution

Plan and coordinate official go-live dates with institutional partners

Provide support and troubleshooting during the go-live phase

Coordinate with the institutional partner's IT department to ensure proper technical setup and integration of software products

Resolve any technical issues or compatibility challenges

Quality Assurance

Conduct post-implementation reviews to ensure the products are meetingthe university's expectations and goals, addressing any issues or concerns promptly

Collect and summarize product feedback from educators and students

Share feedback internally and collaborate on improvements and enhancements

Reporting and Documentation

Provide regular progress reports to institutional partner stakeholders and management

Highlight key achievements, milestones, and areas for improvement

Maintain detailed records of all implementation activities, including training sessions, customization requests, and technical configurations

Collaboration and Teamwork

Collaborate with the sales, product, and customer success teams to ensure a seamless transition and ongoing support

Share best practices and lessons learned from each implementation to enhance future processes

Stay updated on industry trends and software advancements to continuously improve the implementation process and product offering

Product Knowledge

Maintain an in-depth knowledge of all company products, including content, features, and competitive advantages

Address technical and educational questions from prospective partners with subject matter expertise

Qualifications You'll Need to Succeed

Proven B2B customer success or account management skills

Excellent communication skills, including written, interpersonal, and presentation skills

Strong technical skills, with the ability to manage both synchronous and asynchronous remote work

Ability to efficiently manage projects, balancing action with attention to detail

A bachelor's degree in health care, education, or a related field (or equivalent work experience)

Alignment with our mission to make health care education affordable and accessible

Additional Skills That Will Set You Apart

Experience in medical education program leadership, curriculum or instructional design, faculty development and/or medical education research

Experience in sales or account management in higher education or ed tech markets

Experience with clinical education or work in a clinical setting

Deep understanding of the educational ecosystem of institutions

Graduate-level education in health care, education, or a related field

Competitive compensation: base salary of $65,000-$85,000, plus up to $30,000 in annual incentive compensation

Flexible paid time off

A variety of medical, dental, and vision insurance plans available

HSA contribution of $90/month

Company-paid short-term and long-term disability coverage

2X earnings basic life and AD&D insurance coverage

401k with company match

About the Company

Archer Review is a private equity-backed education technology company supporting medical and nursing students in their professional journeys. With our learning ecosystem of high-quality products, personalized services, and intentional communities, we empower healthcare learners and leaders with the knowledge, mindset, and resources to excel, evolve, and elevate care. We welcome applications from candidates of all backgrounds and experiences.

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