• Serve as the primary point of contact for customers in the assigned named accounts • Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty • Understand customer objectives and align our services to achieve those goals • Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption • Collaborate with internal teams to expedite service delivery and meet onboarding timelines • Monitor client usage and product adoption rates • Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential • Address any adoption challenges with tailored solutions • Develop strategies to ensure high retention rates and manage the contract renewal process • Predict and address potential churn risks, implementing mitigation strategies as needed • Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs • Collaborate with the Account Sales Director to ensure smooth transitions for upselling or cross-selling activities • Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement • Act as the client's advocate within the company, ensuring their needs and concerns are addressed • Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics • Provide regular updates to management on client health, renewal forecasts, and potential risks

Overview of the Role We are looking for an efficiency-driven SMB Customer Success Manager (CSM) to manage a high-volume portfolio of approximately 88 accounts. In this role, you will be the master of "Scale-Touch" success, utilizing standardized playbooks and automation to ensure our SMB customers achieve maximum value. You will focus on driving milestone-based engagement, executing targeted interventions for risk and growth, and managing a volume-based expansion pipeline. You are not just a point of contact; you are an expert in efficiency, critical thinking, and execution. Key Responsibilities - Scaled Account Management: Execute the Customer Journey Framework across a large book of business, focusing on key milestones and targeted engagement. Use efficiency tools and AI to help you execute at a high level. - High-Volume Meeting Cadence: Manage a rigorous schedule including 20 semi-annual Executive Business Reviews (EBRs) and 10 quarterly admin checks per month. - Success Planning (MAPs): Develop and maintain templated, reusable Mutual Action Plans (MAPs) for every customer to ensure a clear path to value. - Growth & Expansion: Qualify and generate volume-based expansion opportunities. You will be responsible for hitting an annual growth target through value-selling and opportunity qualification, and held to monthly performance standards. - Retention & Risk Mitigation: Utilize monthly health tracking and "smoke signals" in usage data to implement remediation plans before they impact retention. Responsible for managing all contract renewals and leading negotiations for those renewals in your book of business with an emphasis on gaining multi-year commitments. - Internal Collaboration & Reporting: Conduct quarterly readouts to CS Leadership on the pulse of your book and your growth strategy. Collaborate with Product and CS Ops to improve automation tools and segmentation playbooks. Qualifications & Skills - Experience: 2-3 years in Account Management or Customer Success within a SaaS environment. - Efficiency & Time Management: Exceptional ability to prioritize tasks and manage a high-volume portfolio (88 accounts) without letting details slip. - Technical Proficiency: Expert in CS automation tools, Salesforce pipeline management, and data-driven prioritization. - Product Knowledge: Proficiency in basic and intermediate product features, with the ability to articulate "What Good Looks Like" to customers. - Commercial Mindset: Proven track record of owning a revenue number, specifically in achieving growth and retention metrics in a high-volume environment. - Clear Communication: Skilled in clear CTA (Call to Action) communication and milestone-based coaching to guide customers through the lifecycle. Bonus Points - HR Tech Experience: Previous experience with HR buyer personas and the HR tech lifecycle. - Scaled Journey Expertise: Experience creating or executing automated customer journeys tailored to specific personas.

At MedScout, our 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. We’re 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. We have raised $31.8M total we’re ready to expand our Customer Success team. Our success has been possible because of the incredible relationships and partnerships we have built with our clients, and we can’t wait to keep building. Our Customer Success Managers work side-by-side as strategic partners to our clients across the entire customer lifecycle. Are we a fit for each other? At our stage, we believe how you operate is more important than what you’ll do day-to-day. As an early team member, we’re looking for individuals with strong alignment with the following core values. - Effort on our inputs: We prepare diligently, leave it all on the "field", and move on quickly. Focusing on good habits and work ethic, not individual outcomes, ultimately creates a winning culture and a successful company. - Earn Trust: We keep our commitments to our customers, partners, and each other. We listen attentively, speak candidly, and treat others respectfully. We strive to demonstrate empathy, inclusion, and intellectual honesty. - Intelligence Drives Operations: We learn continuously and have the humility to quickly recognize when our assumptions are wrong so we can readjust accordingly. - Hire And Develop The Best: Good players like playing on good teams. We look to raise the bar with every hire and promotion. We work 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 will you help build this company? - You Operate with Autonomy: Independently manage complex, high-value accounts, owning relationships from end users to C-suite executives. You 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 MedScout. - 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 how you engage 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 MedScout’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 we'll evaluate you: - Are you meeting and exceeding NRR targets within your book of business? - Are your customers adopting MedScout to support their commercial strategies? - Are you actively contributing to our Voice of Customer motions, ensuring that we are 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 we can improve them)? What does an ideal background look like? - 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 $1M+ 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 can you expect from us? - A competitive salary that reflects your experience and what you can bring to the table. - $500 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 MedScout Team. - We stay in nice hotels and eat well when we travel for work. No one feels like a badass walking into a Quality Inn. - Generous budget for learning and development + any tools you feel would make you more effective. What is the interview process? Here at MedScout, one of our core values is to “Hire and develop the best”, and you’ll see that reflected in our interview process. You’ll have the chance to meet a wide variety of team members to truly understand the role and the company. - Intro call with our Head of People - A 60 minute Zoom call with our Head of Customer Success where we can get to know each other, your past experience, what we're all about, and have an opportunity for you to get more information. You won't have to prep anything for this call (but get ready for a lot of gushing about our customers). - If all of us would like to move to next steps, we’ll schedule a 60 minute Case Study where you’ll take us 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 what it’s like to join the CS team at MedScout and ask any questions you have about the position. - A 60 minute Values based interview with 3 members of the MedScout team. Our values are incredibly important to us and how we show up as a business so we want to give you a chance to learn more about them and understand what they mean to you as well. - Offer components presented to you in writing (we can talk about ranges beforehand). We can go over the offer structure and answer any questions or concerns you may have asynchronously or live, whichever you prefer. - Three (3) Reference Calls. We expect to hear great things, so this is mainly to understand how to work best with you. - Formal offer presented for your consideration.

• Own and execute 1–3 year operational plans for the Customer Success function, translating Genomics and commercial strategy into scalable execution. • Lead and develop a global Customer Success team while defining future-state capabilities, roles, and operating models. • Design, standardize, and continuously improve global onboarding, adoption, and retention frameworks, including KPIs, SOPs, and governance. • Drive moderate to significant process, system, and workflow innovations that improve customer experience, scalability, and performance across regions. • Lead cross-functional execution for new test launches and portfolio updates, ensuring operational readiness and consistent customer impact. • Partner with Commercial, Marketing, and Clinical teams to deliver education, enablement, and adoption programs that drive measurable customer value. • Analyze customer and account data to identify complex, cross-functional risks and growth opportunities, developing data-backed business cases and action plans. • Establish customer health models, dashboards, and reporting standards to enable proactive intervention and strategic decision-making. • Lead root-cause analysis and resolution of ambiguous, multi-variable problems impacting multiple functions or specialties. • Conduct executive-level QBRs focused on value realization, long-term partnership growth, and strategic alignment. • Identify and mitigate churn risks using predictive indicators and structured intervention strategies