Customer Success Manager

About the position

As a Customer Success Manager at AssistIQ, you’ll be responsible for building and maintaining ongoing relationships with the customer and their satisfaction with AssistIQ products. As this is a new function, you will help generate best practices and support the development of a scalable customer success model. In this position you will be responsible for owning customer relationships, proactively addressing issues, ensuring customer value is seen in the product, and driving customer retention. You will ensure the product is being used to its full capacity and partner with the Delivery Director to drive expansion opportunities with the customer. You will be introduced to the customer during the beginning sales cycle, be a soft resource to the customer during implementation, and own the relationship with the customer post go-live. We’re looking for candidates who enjoy and can work in a fast-paced start-up environment. This person will have a strong ability to establish and maintain relationships, problem-solve with customers and internal teammates, gather feedback and identify areas of value for stakeholders. This person will have a proactive approach and excellent communication skills.

Responsibilities

• Plan and execute the ongoing customer success delivery plan.
• Build and maintain positive relationships with customer stakeholders, establishing trust and demonstrating partnership value.
• Present partnership value on a regular basis to the customer, gathering customer feedback and keeping the customer informed on upcoming product enhancements and improvements specific to supporting their goals and needs.
• Partner with the Customer Support and Data Analysis teams to measure and monitor the overall ‘health’ of customers and achievement of success criteria outlined in the partnership agreement.
• Regularly report on customer stability and product expansion opportunities to the internal team.
• Continuously improve customer success processes, including evolving customer communication methods and updates, striving for consistent and clear communication.

Requirements

• 3+ years of experience in a similar CSM role.
• Experience managing operations stakeholders in a hospital or clinical setting is mandatory.
• Knowledge of Surgical ORs, procedure rooms and/or hospital operations.
• Demonstrated leadership and problem-solving skills.
• Experience preparing and presenting customer partnership updates to customer stakeholders.
• Ability to communicate cross-functionally internally & escalate customer needs efficiently.
• Demonstrated capability of stakeholder management, problem-solving, and prioritization.
• Experience managing communication with stakeholders in different levels of seniority (C-Suite to Operations).
• Excellent interpersonal skills.
• Ability to synthesize information, think quickly, and drive changes.

Benefits

• Health insurance coverage
• Fully remote position
• Business travel
• 3 weeks of vacation
• 10 sick days
• Flexible work hours