Customer Success Manager

Summary

Join AssistIQ as a Customer Success Manager and build strong relationships with clients, ensuring their satisfaction with our AI-driven healthcare supply chain solution. You will be responsible for owning customer relationships, proactively addressing issues, and driving customer retention. This new role will involve developing best practices and contributing to a scalable customer success model. You will work closely with the Delivery Director to identify expansion opportunities and collaborate with internal teams to monitor customer health and success. The ideal candidate will have 3+ years of experience in a similar CSM role, experience in a hospital or clinical setting, and excellent communication and problem-solving skills. This is a fully remote position with flexible work hours and includes health insurance, business travel, vacation time, and sick days.

Requirements

• 3+ years of experience in a similar CSM role
• Experience managing operations stakeholders in a hospital or clinical setting is mandatory
• Knowledge of Surgical ORs, procedure rooms and/or hospital operations
• Demonstrated leadership and problem-solving skills
• Experience preparing and presenting customer partnership updates to customer stakeholders
• Ability to communicate cross-functionally internally & escalate customer needs efficiently. Effectively ensure customer needs are being met and exceed their expectations
• Demonstrated capability of stakeholder management, problem-solving, and prioritization
• Experience managing communication with stakeholders in different levels of seniority (C-Suite to Operations)
• Excellent interpersonal skills
• Ability to synthesize information, think quickly, and drive changes
• ~25% travel required

Responsibilities

• Plan and execute the ongoing customer success delivery plan
• Build and maintain positive relationships with customer stakeholders, establishing trust and demonstrating partnership value
• Present partnership value on a regular basis to the customer, gathering customer feedback and keeping the customer informed on upcoming product enhancements and improvements specific to supporting their goals and needs
• Partner with the Customer Support and Data Analysis teams to measure and monitor the overall ‘health’ of customers and achievement of success criteria outlined in the partnership agreement
• Regularly report on customer stability and product expansion opportunities to the internal team
• Continuously improve customer success processes’, including, evolving customer communication methods and updates, striving for consistent and clear communication

Benefits

• Health insurance coverage
• Fully remote position
• Business travel
• 3 weeks of vacation
• 10 sick days
• Flexible work hours