Remote Customer Success Manager, Medical Affairs

Medispend; Northern (KY); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Remote work

Unlimited PTO

401k match

Health, dental, and vision insurance

Life & disability insurance

FSAs & HSAs

Learning and development

Job summary

Medispend is seeking a Customer Success Manager in Medical Affairs. This remote role reports to the Director, Medical Affairs & Field Enablement and builds lasting customer relationships to ensure successful product launches and broad adoption.

You will guide customers through rollout, adoption, renewals, and expansion, act as product expert, advocate for customer needs, and collaborate with Sales and Product teams to translate feedback into improvements.

Qualifications

• 5+ years in a customer-facing role within customer success, account management, or strategic consulting.
• SaaS experience preferred.
• Strong interpersonal and relationship-building skills with internal and external stakeholders.
• Able to present to customers and guide product adoption.

Responsibilities

• Serve as the customer champion, front-line customer leader, and dedicated account owner for assigned customers, building strong relationships through proactive engagement and account management.
• Act as a product leader and trusted advisor, providing recommendations and leading effective customer presentations in virtual and face-to-face settings.
• Advocate for the customer experience by understanding customer needs, addressing challenges, and recommending solutions that drive satisfaction and value.
• Guide customers throughout the product lifecycle, including initial rollout and deployment, ongoing management, renewals, and expansion opportunities.
• Coach customers to become product experts and train their teams on Medispend product methodologies, enabling greater self-sufficiency and adoption.
• Drive customer engagement, satisfaction, and loyalty with a focus on SaaS renewals and long‑term customer success.
• Identify customer growth and expansion opportunities across Medispend products and partner with Sales to support strategic customer plans.
• Partner cross-functionally to translate customer business needs and product requirements into effective solutions and communicate customer feedback to internal teams.
• Develop and enhance customer onboarding resources in partnership with Product Management, including materials that support successful adoption and ongoing customer success.
• Support the development of customer references and case studies.
• Travel to meet with customers onsite, as needed, to understand their needs and support successful onboarding and adoption.
• Partner with Sales on prospective customer opportunities, providing guidance on how best to position and introduce Medispend products within their organizations.

Skills

Customer success

Account management

SaaS experience

Relationship building

Presentation skills

Job description

Medispend is seeking a Customer Success Manager in Medical Affairs. This remote role reports to the Director, Medical Affairs & Field Enablement and builds lasting customer relationships to ensure successful product launches and broad adoption.

You will guide customers through rollout, adoption, renewals, and expansion, act as product expert, advocate for customer needs, and collaborate with Sales and Product teams to translate feedback into improvements.