Customer Success Manager

Summary

Join AcuityMD, a high-growth MedTech software company, as a Customer Success Manager. You will be a trusted advisor to key stakeholders, guiding users through platform adoption and ensuring customer retention. This role involves managing a large book of business, leading executive business reviews, and collaborating with account executives to build growth strategies. Success requires strong relationship-building skills, technical aptitude, and excellent communication. AcuityMD offers competitive compensation, equity, a learning budget, comprehensive health benefits, a home office stipend, unlimited vacation, and parental leave.

Requirements

• You have deep experience in Customer Success for Enterprise SaaS and/or in the Medical Technology industry
• You’re able to develop close personal relationships with customers and colleagues through empathy and deep curiosity
• You have the eagerness to learn and dig deep into technical aspects of the platform
• You are a patient and active listener
• 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 or Canada 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
• Lead Executive Business Reviews with client executives to communicate value provided by AcuityMD and to provide strategic suggestions on how to achieve their goals
• Generate contract renewals by ensuring customers view AcuityMD as critical to their sales process long-term
• Identify and illuminate customer success stories and examples of AcuityMD ROI
• 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
• Experience using a customer success platform (Gainsight, Planhat, Vitaly, etc). Especially if you have experience configuring and performing back end administrative work

Benefits

• Ground floor opportunity : Join a high growth startup, backed by world class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health)
• Competitive compensation with equity upside
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities
• Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees' dependents
• Home Office Stipend: $1000 to invest in remote office equipment and WiFi reimbursement
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings
• 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
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave