Own and manage a portfolio of enterprise accounts, building strong relationships across all levels and serving as a trusted advisor.
Lead customer onboarding and drive adoption processes, creating tailored growth plans to support usage, expansion, retention, and long-term loyalty across your assigned client portfolio.
Develop deep expertise and proficiency in the capabilities of our advanced medical data analysis products to effectively guide clients, transfer knowledge, and share best practices.
Deliver ongoing value by partnering cross-functionally with Product and internal teams to enhance the customer experience.
Facilitate regular client engagements including cadence meetings, QBRs, reporting, training, and other strategic and supportive interactions.
Proactively identify risks and opportunities, forecasting renewals and expansion within your client portfolio.
Partner with Sales to support contract renewals and identify upsell opportunities.

3+ years of experience in a client-facing SaaS role (Customer Success, Account Management) supporting enterprise accounts.
Strong communication and presentation skills, with the ability to establish credibility with executive stakeholders.
Proven ability to manage relationships cross-functionally with Sales, Product, and R&D teams.
Customer-first mindset, with the confidence to drive strategic initiatives (product updates, enhancements) that support client needs.
Highly proactive, self-motivated, and responsive with strong problem-solving skills.
Ability to identify opportunities for improvement, develop creative solutions, and keep clients critically informed and engaged.
Strong project management and documentation skills.
Bachelor’s degree required.
Willingness to travel for key client engagements and conferences (~3-4 times per year).
Experience working with AI-based software (preferred).
Experience working with remote/distributed teams (preferred).

Customer Success Manager

Key skills