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Customer Success Manager
Swooped
- New York, New York, United States
- New York, New York, United States
Über
About the Opportunity The organization's mission is to empower MedTech commercial teams with the data, insights, and tools they need to deliver life-changing medical innovations to the patients who need them most. The company is creating a best-in-class revenue acceleration platform that unites the latest medical claims intelligence with an intuitive user experience built specifically for sales professionals at medical device and diagnostic companies.
The organization has raised significant funding and is ready to expand its Customer Success team. Success has been possible because of the incredible relationships and partnerships built with clients, and the team is eager to continue building. Customer Success Managers work side-by-side as strategic partners to clients across the entire customer lifecycle.
Core Values
Effort on our inputs : Diligent preparation, leaving it all on the "field," and moving on quickly. Focusing on good habits and work ethic, not individual outcomes, ultimately creates a winning culture and a successful company.
Earn Trust : Keeping commitments to customers, partners, and each other. Listening attentively, speaking candidly, and treating others respectfully. Striving to demonstrate empathy, inclusion, and intellectual honesty.
Intelligence Drives Operations : Continuous learning and the humility to quickly recognize when assumptions are wrong to readjust accordingly.
Hire And Develop The Best : Good players like playing on good teams. The organization looks to raise the bar with every hire and promotion, working hard to identify and develop high potential.
Take Decisive Action : The only sure path to continuous improvement is a hypothesis-driven approach with a bias for speed of experimentation.
How You Will Help Build This Company
You Operate with Autonomy : Independently manage complex, high-value accounts, owning relationships from end users to C-suite executives. Proactively bring solutions and strategic ideas to the table, driving account success without waiting for direction.
You Own Your Book of Business : Drive the complete post-sales lifecycle for your accounts from kickoff through renewal and expansion, proactively ensuring customers are achieving their desired business outcomes with the platform.
You Engage with Deep Curiosity : Continuously seek to understand your customers' businesses, industries, and goals at a granular level. Ask thoughtful questions, research proactively, and continuously deepen your understanding. This curiosity drives engagement and guides every strategic recommendation.
You are a Strategic Partner : Leverage deep industry expertise and knowledge of the client to challenge their thinking, develop transformative commercial strategies with decision-makers, and orchestrate multi-stakeholder programs that fundamentally change how customers compete in their markets.
You Work Cross-functionally : Drive alignment across Product, Engineering, and Sales to deliver exceptional customer outcomes.
You Inform The Organization’s Roadmap & POV : Capture and synthesize customer insights from every interaction (backed by AI tools) to directly influence product development and company strategy. Voice of Customer is _
really
_ important here.
How You Will Be Evaluated
Are you meeting and exceeding NRR targets within your book of business?
Are your customers adopting the platform to support their commercial strategies?
Are you actively contributing to Voice of Customer motions, ensuring that the organization is always learning new things from you?
Are customers looking to you as a “GTM consultant” that deeply understands their business and can bring measurable value (are they coming to you for more than just product training)?
Is your engagement on calls and emails with customers constantly raising the bar for what it means to be a strategic partner?
Are your customers engaged and referenceable?
Are you following internal playbooks and processes (and contributing to where they can be improved)?
Ideal Background
5+ years of customer success or strategic account management experience
Experience within the medical device/diagnostics or healthcare technology space
Proven track record of independently managing significant books of business with strong net retention
Experience presenting to and influencing C-suite executives or decision makers
Strong analytical skills with ability to connect usage data to business outcomes
History of identifying and closing expansion opportunities without sales support
Excellence in managing complex objections and competitive situations
What You Can Expect
A competitive salary that reflects your experience and what you can bring to the table.
A home office setup budget.
Additional perks for Wellness and "Being your best self."
Fully covered healthcare and a great vision, dental, and 401k package.
You will feel heard. You will hear, "Yes, let's do that!" and then have the opportunity to execute your ideas successfully.
Remote first culture and quarterly on-sites with the rest of the team.
Travel for work will involve nice accommodations and dining.
Generous budget for learning and development + any tools you feel would be more effective.
Interview Process The interview process is designed to reflect the core value of “Hire and develop the best.” You’ll have the chance to meet a wide variety of team members to truly understand the role and the organization.
Intro call with the Head of People.
A 60-minute Zoom call with the Head of Customer Success for mutual introductions, discussion of past experience, and an opportunity for you to get more information.
If moving to next steps, a 60-minute Case Study where you’ll take the team through a mock Discovery session and showcase how you’ve used deep curiosity to drive customer value in previous roles.
A 45-minute Zoom call with three (3) current Customer Success Managers to learn more about joining the CS team and ask questions about the position.
A 60-minute Values-based interview with 3 members of the team.
Offer components presented in writing. Offer structure can be discussed and questions answered asynchronously or live.
Three (3) Reference Calls.
Formal offer presented for your consideration.
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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