Customer Success Manager

Customer Success Manager

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 and 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.

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.

Are we a fit for each other?

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.

• We are a Learning Organization: The only sure path to continuous improvement is a hypothesis-driven approach that prioritizes focus, decisive experimentation, rapid learning, and iteration. We expect low ego and a high degree of collaboration to enable us to find the right answer as quickly as possible.

• "Top Right" is the Expectation: We hire and reward driven, innately curious individuals who work hard to gain a deep understanding of our market, their craft, and the outcomes we strive to deliver for our partners.

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.

1. Intro call with our Head of People

2. 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).

3. 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.

4. 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.

5. 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.

6. 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.

7. Three (3) Reference Calls. We expect to hear great things, so this is mainly to understand how to work best with you.

8. Formal offer presented for your consideration.