MDClone

Role Description MDClone is seeking a high-impact Customer Success & Account Manager (CSM/AM) to join our world-class team. In this dual-focus role, you will be the primary driver of both customer value realization and commercial growth. You will serve as a trusted advisor, blending deep relationship management with a rigorous, execution-oriented approach to ensure our partners achieve their strategic objectives. You will collaborate across product, professional services, sales, and support to manage the full post-sales journey—from onboarding to expansion—ensuring MDClone remains indispensable to our clients’ missions. Primary Responsibilities - Success Plan Ownership: Develop and execute comprehensive customer success plans that align MDClone’s solutions with the customer’s specific business objectives and KPIs. - Strategic Account Management: Manage complex Enterprise relationships with large hospitals and life science partners, serving as the lead for both tactical health and long-term commercial strategy. - Value Realization & KPI Tracking: Closely engage with data teams, clinical end users, researchers, and C-suite sponsors to ensure measurable value and successful product adoption. - Renewal and Expansion: Own the full renewal lifecycle and identify upsell and expansion opportunities by deeply understanding each client's evolving business needs and MDClone's growing product portfolio. - Execution Excellence: Lead onboarding, adoption, and enablement phases with a strong focus on project execution and timely delivery of milestones. - Stakeholder Engagement: Build trusted relationships and maintain a consistent communication cadence, proactively mining opportunities for deeper engagement and relationship development. - Voice of the Customer: Act as a conduit between the client and MDClone’s internal teams to influence the roadmap based on real-world usage and feedback. Qualifications - At least 7 years of experience in customer-facing post-sale roles, with a proven track record of managing both customer success and account growth, including renewals and upsells. - Previous experience working with large, complex B2B customers, engaging with C-Level executives as well as technical and functional users. - Experience working with large hospitals, health systems, or life science companies is a significant plus. - Proven success in leading onboarding and renewals for both complex on-premises and SaaS products. - Experience with data analysis tools to track performance and inform strategic decisions. - Outstanding presentation skills, with the ability to communicate technical and data concepts to both technical and non-technical audiences. Requirements - Strong execution skills with a "can-do" attitude and a proactive approach to problem-solving. - Highly business-oriented with the ability to identify and drive retention, renewals, and upsells. - Ability to align customer needs with technical KPIs and long-term success plans. - Dedicated to the success of your clients and their mission. - Ability to easily relate to and understand technical concepts, data workflows, and complex software solutions. - Naturally builds trust and maintains long-term, high-value relationships with internal and external stakeholders. - Functions effectively under pressure in high-stakes enterprise environments. - A strong collaborator and communicator who can influence internal stakeholders to deliver for the customer. Benefits - Comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, and retirement savings.