Customer Success Associate

Summary

Join AcuityMD, a leading software and data platform accelerating access to medical technologies, as a Customer Success Associate. You will serve as a trusted advisor to key stakeholders, guiding users through platform adoption and value recognition. Responsibilities include managing a large book of business, ensuring high user adoption, creating scalable resources, generating contract renewals, and partnering with Account Executives. Success in this role requires 1-3 years of experience in Customer Success for Enterprise SaaS and/or the Medical Technology industry, strong communication skills, and the ability to build relationships. AcuityMD offers a competitive compensation package, remote work flexibility, unlimited vacation, comprehensive health benefits, a home office stipend, and a learning budget.

Requirements

• You have 1-3 years of experience in Customer Success for Enterprise SaaS and/or in the Medical Technology industry
• You’re able to quickly develop personal relationships with customers and colleagues through empathy and deep curiosity
• You are comfortable leveraging various software tools and AI to drive efficiency and effectiveness
• You have the eagerness to learn and dig deep into technical aspects of the platform
• You’re proactive and self-driven, and bring infectious energy and resiliency
• You are an excellent verbal and written communicator (email & PPT)
• You’re highly organized with ability to multi-task and prioritize different assignments
• You are comfortable with change (tooling, processes, etc)
• You must have an eligible work permit in the USA to be considered for this position

Responsibilities

• Effectively manage a large book of business across many different account specialties and unique product configurations/use-cases
• Ensure high user-adoption through effective executive sponsorship, change management, and best practice guidance
• Create scalable resources and programs to support a large variety of business use-cases across the Medical device lifecycle
• Generate contract renewals by ensuring customers view AcuityMD as critical to their sales process long-term
• Partner with Account Executives to build growth strategies for your book of business and work with them to secure successful renewals and expansions
• Regularly monitor account health and adoption to find new opportunities to help customers acquire maximum value from AcuityMD
• Develop strategies to quickly mitigate account risk and ensure customers remain committed to AcuityMD

Preferred Qualifications

• Analytical background with experience with data platforms like Amplitude, Looker, Omni etc or other similar platforms
• Understanding of how to leverage scaled communication tooling like Zoom webinars, email campaigns, and other methods of delivering customer facing content
• Experience using a customer success platform (Gainsight, Planhat, Vitaly, etc). Especially if you have experience configuring and performing back end administrative work

Benefits

• Remote work : AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees
• Unlimited vacation : Generous time off and flexible hours give you the freedom to do your best work
• Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents
• Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave
• Competitive compensation with equity upside