Senior Customer Success Manager, Enterprise

AcuityMD; Boston (MA); Remote; USD 145,000 - 190,000; Full time

Job summary

AcuityMD is seeking a Senior Customer Success Manager to engage with enterprise clients in the Medical Technology sector. This role is essential in facilitating customer adoption of AcuityMD's platform, ensuring executives are realizing value, and driving contract renewals. The ideal candidate will bring extensive customer success experience, exceptional communication skills, and a proactive approach to nurturing client relationships.

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

Qualifications

• 5+ years in Customer Success for Enterprise SaaS or Medical Technology.
• Develop close relationships with customers and colleagues.
• Excellent verbal and written communication skills.

Responsibilities

• Ensure high user adoption through training and engagement.
• Lead Executive Business Reviews to communicate value.
• Generate contract renewals by ensuring client satisfaction.

Skills

Empathy

Listening

Communication

Organization

Proactiveness

Tools

SQL

Job description

Senior Customer Success Manager, Enterprise

Senior Customer Success Manager, Enterprise

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Customer Success Manager, Enterprise

AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, ICONIQ Growth and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary, and identify opportunities where physicians can better serve their patients.

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

Team Mission

AcuityMD's 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 we 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.

We strongly encourage people of all backgrounds to apply.

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 AcuityMD
• Generate contract renewals by ensuring client executives and users are seeing value with AcuityMD
• Identify and illuminate customer success stories and examples of AcuityMD 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 AcuityMD
  
  

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.

AcuityMD is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, market data and may vary from the range provided. OTE salary range: $145,000 to $190,000

We Offer

• Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We 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: We 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: We meet 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 (Benchmark, Redpoint Ventures, and Ajax Health).
• Competitive compensation with equity upside.
  
  

Who We Are

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

We're backed by Benchmark, Redpoint Ventures, Ajax Health, and several other leading software and medical device investors. Since Acuity launched in 2020, we've brought on customers ranging from publicly traded Fortune 500 companies to innovative growth-stage companies and regional medical device distributors.

The Product

AcuityMD uses data and software to help teams collaborate around the complex relationships they have with the users of medical technologies: doctors. Our 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.

AcuityMD is an Equal Opportunity Employer

AcuityMD is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage people of all backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of AcuityMD are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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