Key skills
Customer Success ManagementEnterprise SaaS ExperienceMedical Technology KnowledgeData Platform ExperienceCustomer Success Platform ExperienceEmpathyProactivityCuriosityVerbal CommunicationWritten CommunicationActive ListeningOrganizational SkillsLookerSaaSChange ManagementCustomer SuccessSales
About this role
AcuityMD is a software and data platform that accelerates access to medical technologies. They are seeking a Customer Success Manager, Growth to guide users through ongoing platform adoption and value recognition, while developing deep relationships with their user base to drive user adoption.
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
Requirements:
- Deep experience in Customer Success for Enterprise SaaS and/or in the Medical Technology industry
- Ability to develop close personal relationships with customers and colleagues through empathy and deep curiosity
- Eagerness to learn and dig deep into technical aspects of the platform
- Patient and active listener
- Proactive and self-driven, bringing infectious energy and resiliency
- Excellent verbal and written communicator (email & PPT)
- Highly organized with ability to multi-task and prioritize different assignments
- Comfortable with change (tooling, processes, etc)
- 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