Customer Success Manager, Medical Affairs
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Job Description
Customer Success Manager guiding medical affairs customers through MediSpend SaaS launches, adoption, renewals, and expansion. Building relationships, training teams, and translating customer needs into product solutions.
Responsibilities:
- Serve as the customer champion, front-line customer leader, and dedicated account owner for assigned customers
- Build strong customer relationships through proactive engagement and account management
- Act as a product leader and trusted advisor, providing recommendations and leading customer presentations in virtual and face-to-face settings
- Understand customer needs, address challenges, and recommend solutions that drive satisfaction and value
- Guide customers through initial rollout and deployment, ongoing management, renewals, and expansion opportunities
- Coach customers to become product experts and train their teams on Medispend product methodologies
- Drive customer engagement, satisfaction, and loyalty, focusing on SaaS renewals and long-term customer success
- Identify customer growth and expansion opportunities and partner with Sales on strategic customer plans
- Translate customer business needs and product requirements into effective solutions with cross-functional teams
- Communicate customer feedback to internal teams
- Develop and enhance customer onboarding resources with Product Management
- Support the development of customer references and case studies
- Travel to meet customers onsite as needed for onboarding and adoption
- Partner with Sales on prospective customer opportunities and product positioning
Requirements:
- 5+ years of experience in a customer-facing role within customer success, account management, or strategic consulting; SaaS experience preferred
- Highly collaborative, self-motivated, and proactive, with a strong focus on customer loyalty and product adoption
- Strong interpersonal and relationship-building skills with both internal and external stakeholders
- Demonstrated track record of delivering professional customer service in a fast-paced, dynamic environment
- Diplomacy, tact, and composure when navigating customer challenges
- Bachelor’s degree
- Roles are open to candidates located anywhere in the US (United States)
- Reliable high-speed internet access suitable for professional remote work
- Ability to maintain a safe, ergonomic, and confidential workspace meeting company standards for safety, ergonomics, and data security
- Ability to perform extended periods of sitting, view a computer screen, and communicate through written and verbal means
- Occasional ability to lift materials or equipment up to 20 pounds
Benefits:
- Merit-based compensation – Competitive base salary plus bonus
- Work from anywhere – Roles are open to candidates located anywhere in the US (United States)
- Unlimited PTO (Paid Time Off), including Paid Holidays and Sick Leave
- 401k+ Match
- Comprehensive health, dental, and vision insurance
- Paid Parental Leave
- Health and wellness perks including life & disability insurance, healthcare funding options like FSAs (Flexible Spending Accounts) and HSAs (Health Savings Account), Dependent Care, an EAP (Employee Assistance Program) program, discounts, Learning and Development
- Limited travel may be required for occasional team meetings, training sessions, or business events
- Reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and other applicable laws
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