Customer Success Manager

Caristo Diagnostics - Stamford, CT

Full-time - Mid Level

Stamford, CT

About the position

Caristo Diagnostics is seeking a Customer Success Manager to lead customer success initiatives in the U.S. This role involves acting as the primary point of contact for training, service, and support for U.S. customers, building strong relationships, assisting with onboarding, and providing ongoing support to enhance usage and revenue potential. The ideal candidate will thrive in an innovative healthcare start-up environment and share the company's values of ownership, care, and professionalism.

Responsibilities

• Build and lead a Customer Success team while performing specific tasks such as customer training and issue handling.
• Regularly interact with existing, new, and potential customers to build strong relationships and encourage continued business.
• Conduct product demonstrations for new customers and provide high-level technical and product support for initial setup and training.
• Implement customer onboarding processes and develop customer service procedures.
• Serve as a company ambassador, promoting the value of the company's offerings and helping customers understand the benefits of services.
• Act as the first point of contact for customer concerns, collaborating with Sales, Marketing, Finance, and Operations to ensure exceptional customer experience.
• Maximize customer value by ensuring they have the necessary tools and resources.
• Monitor the contract renewal process and liaise with Legal as necessary.
• Upsell and cross-sell additional services to customers.
• Gather customer feedback on services and relay insights to internal teams, including Sales & Marketing, Operations, Finance, and Engineering.
• Identify and prioritize product/service updates based on customer requests and market trends.

Requirements

• Bachelor's degree in business, communications, or marketing preferred.
• At least 3 years of experience in customer success, customer service, sales, business development, or account management.
• Proven experience in promoting brand value through customer experience.
• Technical skills to learn and understand software applications.
• Excellent written, verbal, presentation, and phone communication skills, adaptable for technical and non-technical audiences.
• Exceptional ability to foster positive business relationships.
• Confident, high energy, self-motivated, and a true team player.
• Well-organized with high attention to detail and ability to prioritize tasks.
• Computer literate, confident in Microsoft Word, databases, and presentation software, and able to evaluate and present data using Microsoft Excel.

Nice-to-haves

• Prior experience in leading a Customer Success function.
• Medical technology experience, ideally with regulated devices and SaaS solutions.
• Experience with customer relationship management (CRM) software.

Benefits

• Competitive salary and benefits
• Opportunity to be part of a global company at the cutting edge of medical technology
• Supportive and collaborative work environment
• Strong emphasis on innovation, quality, and impact